OTRS Tips & Tricks: Notification Tags
While working with response templates, automatic replies, or email notifications based on certain ticket events, you may want to work with several ticket attributes, like the ticket status, priority...
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OTRS Tips & Tricks: Controlling Agent Notifications
When implementing OTRS, you need to consider what activities in OTRS will trigger email notifications to your Agents. You might want to have agent A, who routes incoming requests, only get notified...
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OTRS Tips & Tricks: Create a Junk Queue that Deletes Tickets
Do you get a lot of junk or spam email in your OTRS System? Today we’re going to show how deal with this problem by creating a Junk queue that automatically deletes tickets on a regular basis....
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OTRS Tips & Tricks: Agent Permissions – Roles and Groups
OTRS offers two levels of control over agent permissions: Groups and Roles. When you create an agent in OTRS, you have to define a set of permissions for that agent so they can begin using the system....
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OTRS Tips & Tricks: Ticket Escalations Part One – Queue Based Escalations
OTRS offers two ways to control ticket escalations: Queue based escalations, and SLA based escalations. Today we’re going to look at setting up queue based escalations. Escalations are defined by...
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OTRS Tips & Tricks: Ticket Escalations Part Two – SLA Based Escalations
In our last Tips & Tricks article we looked at setting up queue based escalations. This week we’re going to look at setting up SLA based escalations. Escalations are defined by setting a time...
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OTRS Tips & Tricks: Managing Response Templates in OTRS
OTRS allows you to create Response templates, predefined messages that are linked to specific queues, which can be easily selected by agents when delivering a response to a customer. Response...
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OTRS Tips & Tricks: Response Salutations, Signatures, and Attachments
In the last Tips & Tricks article, we looked at creating response templates and connecting them to specific queues. Today we’re going to look at how salutations, signatures, and attachments relate...
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OTRS Tips & Tricks: Custom Branding the Customer Portal
Today we’re going look at how to quickly add custom branding to the customer portal of your OTRS Help Desk. By default, the customer portal has the OTRS logo: How to change the Customer Portal logo...
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Tweaking the Richtext Editor
OTRS uses the CKEditor for editing richtext in tickets, Changes, FAQs and other input fields. Typically customers ask for some features which are not switched on by default. An easy way for creating...
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About OTRS, MySQL, MyISAM and InnoDB storage engines
The most popular database for use with OTRS is MySQL. This database comes with multiple different storage engines, the most prominent are MyISAM and the more modern InnoDB. That last storage engine is...
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