OTRS - Manual
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# Glossary

This glossary covers OTRS terms.

# User Groups

Agent

  The person who works on the tickets.

Admin

  Each Agent who is (rw) in the 'admin' group is admin.

Customer

  The problem reporter.

# Web Interface

Agent Interface

  Web Interface (http://example.com/otrs/index.pl) for the agent to work on the tickets.

Admin Interface

  Web Interface (http://example.com/otrs/index.pl?Action=Admin) for the admin to do the admin jobs.

Customer Interface

  Web Interface (http://example.com/otrs/customer.pl) for the customer to create, view and send follow ups for tickets.

# Agent Interface

Mailbox
(Locked Tickets)

  Overview of all agent locked tickets.

Phone View

  A screen to create tickets.

Queue View

  Overview of all 'open' and 'unlocked' tickets sorted by queue. Sort order of each queue is priority then age.

Ticket History

  A detail view (each action, e. g. move, lock, ...) of a ticket.

Ticket Zoom

  A detail view (each article) of a ticket.

You have n new message(s)!

  New messages in agent locked tickets where the last article isn't written by the agent (e. g. by customer or other agent). The new message notify will go if last article is written by the agent (helps the agent to show what customer needs to be contacted).

# Ticket

Ticket Number

  Uniq ticket number. Reference for agent and customer. It's possible to change the ticket number format.

Ticket Age

  Age of the ticket.

Ticket Status

  Ticket states are e.g 'new' or 'open'. It's also possible to change/add/remove ticket states via the Admin Interface.

Ticket Priority

  How important a ticket is, ticket priorities are e.g '3 normal' or '4 high'. It's also possible to change/add/remove ticket priorities (see doc).

Ticket Lock

  A Ticket is 'locked' or 'unlocked'. That means it's locked for an agent who want's to work on it. At this time it's not writable for other agents! If an agent locks a ticket then the owner will be updated to the current agent automatically.

Ticket Owner

  The current owner of the ticket. Owner isn't equal Lock!

Ticket CustomerID

  The CustomerID of the customer. Default is the email address.

Ticket CustomerUser

  The CustomerUser (the sender). Default is the email address.

Ticket Escalation Time

  If an escalation time is set for a queue (Admin Interface -> Queue) and a ticket is open and not answered then just this ticket will be shown. No other ticket is accessible via QueueView.

Article

  The parts of a ticket (requests, notes, answers) are articles.

Article Type

  The article types:

  email-external: email between customer and agent

  email-internal: email between agents e. g. for feedback (_not_ shown in customer interface)

  email-notification-ext: email notification to customer

  email-notification-int: email notification to agent (_not_ shown in customer interface)

  phone: phone note

  webrequest: request from the customer web interface

  note-internal: note just shown for agents (agent to agent - _not_ shown in customer interface)

  note-external: note shown for agent and customer (should _not_ be used as communication between customer and agent!)

  note-report (note used for reporting - should be used by monitoring tools like Nagius (http://www.nagios.org/)

  [not used at this moment: fax, sms]

Article Sender Type

  The creator of the article ('agent', 'customer' or 'system').

Response

  Modular default answers for Agent Interface (to write faster answers). Configurable per queue.

Auto-Response

  Automatically generated responses after customer created a new ticket or wrote a follow up. Configurable per queue.

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