# -- # README - readme file of OTRS # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/ # -- # $Id: README,v 1.27 2007/03/09 13:13:05 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- What is OTRS? ============= OTRS is an Open source Ticket Request System with many features to manage customer telephone calls and e-mails. It is distributed under the GNU General Public License (GPL) and tested on Linux, Solaris, AIX, FreeBSD, OpenBSD and Mac OS 10.x. Do you receive many e-mails and want to answer them with a team of agents? You're going to love the OTRS! Feature list: Web-Interface: - Agent web interface for viewing and working on all customer requests - Admin web interface for changing system things - Customer web interface for viewing and sending infos to the agents - Webinterface with themes support - Webinterface with Single sign on (e. g. HTTPBasicAuth or LogonTickets) - Multi language support (Brazilian Portuguese, Bulgarian, Czech, Dutch, English, Finnish, French, German, Italian, Polish, Portuguese, Russian and Spanish) - customize the output templates (dtl) release independently - Webinterface with attachment support - easy and logical to use Email-Interface: - dispatching of incoming email via email addess or x-header - autoresponders for customers by incoming emails (per queue) - email-notification to the agent by new tickets, follow ups or lock timeouts - MIME support (attachments) - PGP support - SMIME support Ticket: - custom queue view and queue view of all requests - Ticket locking - Ticket replies (standard responses) - Ticket autoresponders per queue - Ticket history, evolution of ticket status and actions taken on ticket - abaility to add notes (with different note types) to a ticket - Ticket zoom feature - Tickets can be bounced or forwarded to other email addresses - Ticket can be moved to a different queue (this is helpful if emails are for a specific subject) - Ticket priority - Ticket time accounting - Ticket print view - Ticket pending feature - Ticket merge feature - Ticket ACL support - content fulltext search System: - ASP (activ service providing) support - Customer Source can be used from a SQL databases or LDAP (e. g. eDirectory, AD, OpenLDAP) - TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#' - Ticket number format free setable - utf-8 support for frontend and backend - creation and configuration of user accounts, and groups - creation of standard responses - creation of sub queue - signature configuration per queue - salutation configuration per queue - email-notification of administrators - email-notification sent to problem reporter (by create, locked, deleted, moved and closed) - submitting update-info (via email or webinterface) - deadlines for trouble tickets - TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#' - different levels of permissions/access-rights - central database, Support of different SQL databases (e. g. MySQL, PostgeSQL, MaxDB/SAPDB, Oracle and DB2) - user authentication agains database or ldap directory - easy to develope you own addon's (OTRS API) - easy to write different frontends (e. g. X11, console, ...) - own package manager (e. g. for application modules like webmail, calendar or filemanager) - a fast and usefull application Todo: - API to other ticket systems like Paregrine - XML interface License: ======== It is distributed under the GNU General Public License - see the accompanying COPYING file for more details. Documentation: ============== You can find quick documentation in README.* and the long version online at http://docu.otrs.org/. On what hardware does it run? ============================= On all! You need Perl! My System is a Pentium II 500 with 256 MB RAM and a 8 GB SCSI Harddisk. I can easily handle ~150.000 tickets, without problems. For more then ~150.000 or ~400 tickets a day please ask the list about the requirements. The biggest OTRS setup (where we got feedback) is ~750.000 tickets, ~4.200.000 articles and ~12.000.000 ticket-history database table records. This system is running with MySQL, Apache and mod_perl on a Linux box with Pentium III 800 Mhz, 256 MB RAM, SCSI. Software requirements? ====================== On all Perl-Platforms! You need: * min. Perl5 * Database (e. g. MySQL) * Webserver (mod_perl isn't required but very nice to have) * A MTA (e. g. Sendmail or Postfix) Currently tested (feedback): * SuSE Linux 7.0 (i386), Perl 5, MySQL 3.22.32 and Apache 1.3.12. * SuSE Linux 7.2 (i386), Perl 5.6.0, MySQL 3.23.37 and Apache 1.3.19. * SuSE Linux 7.3 (s390), Perl 5.6.0, MySQL 3.23.48 and Apache 1.3.22. * SuSE Linux 8.0 (i386), Perl 5.6.1, MySQL 3.23.48 and Apache 1.3.23 (incl. mod_perl 1.26). * SuSE Linux 8.0 (i386), Perl 5.6.1, MySQL 3.23.48 and Roxen-Webserver 2.2.252 * SuSE Linux 8.0 (i386) interfacing with Exchange 5.5 via fetchmail and postfix * Debian (i386), Postfix, Apache 1.3.19 with mod_perl * Redhat 7.3 (i386) (no detail description available) * Redhat 8.0 (i386), Perl 5.8, MySQL 4, Apache2 and mod_perl2. * Mandrake 8.2 server (i386) interfacing with Lotus Notes mail server via fetchmail and sendmail * FreeBSD (i386), Sendmail, Perl 5.6.1, MySQL and Apache. ... and you? ;-) Directories & Files: ==================== $HOME (e. g. /usr/local/otrs/) | | (all executables) |--/bin/ (all system programs) | |--/PostMaster.pl (email2db) | |--/PostMasterPOP3.pl (email2db) | |--/cgi-bin/ | | |----- /index.pl (Global Agent & Admin handel) | | |----- /customer.pl (Global Customer handel) | | |----- /installer.pl (Global Installer handel) | | (all modules) |--/Kernel/ | |---- /Output/ (all output generating modules) | | |---- /HTML/ | | |--- /Standard/*.dtl (all dtl files for Standard-Theme) | | |--- /Lite/*.dtl (all dtl files for Lite-Theme) | | |---- /wml/ | | |---- /ascii/ | | |---- /X11/ | | | |---- /Languages/ (all translation modules) | | | |---- /Modules/ (all action modules e. g. QueueView, Move, ...) | | |----- /Agent* (all modules for the agent interface) | | |----- /Admin* (all modules for the admin interface) | | |----- /Customer* (all modules for the customer interface) | | |----- /System* (all modules for the system views e.g. stats) | | | |---- /System/ (all backend modules) | |--- /DB.pm (central DB interface) | |--- /DB/*.pm (DB driver) | |--- /Auth.pm (authentification module) | |--- /AuthSession.pm (session authentification module) | |--- /EmailSend.pm (create and send emails) | |--- /EmailParser.pm (parsing emails) | |--- /Log.pm (log module) | |--- /User.pm (user module) | |--- /Group.pm (group module) | |--- /WebParam.pm (e. g. get param) | |--- /Queue.pm (informations about queues. e. g. responses, ...) | |--- /Ticket.pm (ticket and article funktions) | | (data stuff) |--/var/ | |--/log/ (log files) | | |--/TicketCounter.log (ticket counter) | | | |--/articles/ (all incoming emails, plain 1/1 and all attachments ... | | ... separately (different files)) | |--/sessions/ (session infos) | | (tools stuff) |--/scripts/ | |---- /database/ | |--- /otrs-schema.(mysql|postgrsql|*).sql (create database script) | |--- /otrs-initial_insert.(mysql|postgrsql|*).sql (all initial sql data - e. g. | root user, queues, ...) | EOF