Chapter 5. The ADMIN area of OTRS

Table of Contents

Basics
Agents, Groups and Roles
Agents
Groups
Roles
Customers and Customer Groups
Customers
Customer Groups
Queues
Salutations, signatures, attachments and responses
Salutations
Signatures
Attachments
Responses
Auto responses
Email addresses
Notifications
SMIME
PGP
States
SysConfig
Using mail accounts
Filtering incoming email messages
Executing automated jobs with the GenericAgent
Admin email
Session management
System Log
SQL queries via the SQL box
Package Manager
Web Services
Dynamic Fields

Basics

OTRS administrators use the Admin page on the OTRS web interface to configure the system - adding agents, customers and queues, ticket and mail settings, installing additional packages such as FAQ and ITSM, and much more.

Agents who are members of the admin group can access the Admin area by clicking the Admin link in the navigation bar (see Figure below). The rest of the agents won't see this link.

Figure: OTRS Admin screen.