OTRS - Manual
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# Chapter 12. Config File

OTRS has many config options. There are two config files. Kernel/Config.pm and Kernel/Config/Defaults.pm.

Kernel/Config/Defaults.pm is the default config file which should not be changed. You will find all possible config options in this file. Is quite simple to read.

Kernel/Config.pm.dist is the example file for Kernel/Config.pm (custom config file) which must be copied (cp Kernel/Config.pm.dist Kernel/Config.pm).

How it works! The Kernel/Config/Defaults.pm (default config settings) is loaded at first, then the Kernel/Config.pm (custom config file). So if you want to change the default config settings, copy (copy and paste) the needed options from Kernel/Config/Defaults.pm into Kernel/Config.pm and change the values like you want.

Now we will descripe some config features in this chapter (of course not all!).

# TicketHook

Your can configure the value of the TicketHook which is the first part of the subject of each e-mail (e.g. [MyTicket: 007]).

Example 12-1. Kernel/Config.pm - TicketHook

    [...]
        # TicketHook
        # (To set the Ticket identifier. Some people want to
        # set this to e. g. 'Call#', 'MyTicket#' or 'Ticket#'.)
        $Self->{TicketHook} = 'Ticket#',
    [...]

Note: Don't use 'TN', because MS Outlook is replacing "TN: 54968797" with "RE: 54968797" and then you will run in trouble.

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