<glossary id='glossary'>
<title>Glossary</title>
<para>
This glossary covers OTRS terms. 
</para>

<glossdiv>
<title>User Groups</title>

<glossentry>
<glossterm>Agent</glossterm>
<glossdef>
<para>The person who works on the tickets.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Admin</glossterm>
<glossdef>
<para>Each Agent who is (rw) in the 'admin' group is admin.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Customer</glossterm>
<glossdef>
<para>The problem reporter.</para>
</glossdef>
</glossentry>
</glossdiv>

<glossdiv>
<title>Web Interface</title>

<glossentry>
<glossterm>Agent Interface</glossterm>
<glossdef>
<para>Web Interface (http://example.com/otrs/index.pl) for the agent to work on the tickets.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Admin Interface</glossterm>
<glossdef>
<para>Web Interface (http://example.com/otrs/index.pl?Action=Admin) for the admin to do the admin jobs.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Customer Interface</glossterm>
<glossdef>
<para>Web Interface (http://example.com/otrs/customer.pl) for the customer to create, view and send follow ups for tickets.</para>
</glossdef>
</glossentry>
</glossdiv>

<glossdiv>
<title>Agent Interface</title>

<glossentry>
<glossterm>Mailbox</glossterm>
<acronym>Locked Tickets</acronym>
<glossdef>
<para>Overview of all agent locked tickets.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Phone View</glossterm>
<glossdef>
<para>A screen to create tickets.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Queue View</glossterm>
<glossdef>
<para>Overview of all 'open' and 'unlocked' tickets sorted by queue. Sort order of each queue is priority then age.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Ticket History</glossterm>
<glossdef>
<para>A detail view (each action, e. g. move, lock, ...) of a ticket.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Ticket Zoom</glossterm>
<glossdef>
<para>A detail view (each article) of a ticket.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>You have n new message(s)!</glossterm>
<glossdef>
<para>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).</para>
</glossdef>
</glossentry>

</glossdiv>

<glossdiv>
<title>Ticket</title>

<glossentry>
<glossterm>Ticket Number</glossterm>
<glossdef>
<para>Uniq ticket number. Reference for agent and customer. It's possible to change the ticket number format.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Ticket Age</glossterm>
<glossdef>
<para>Age of the ticket.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Ticket Status</glossterm>
<glossdef>
<para>Ticket states are e.g 'new' or 'open'. It's also possible to change/add/remove ticket states via the Admin Interface.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Ticket Priority</glossterm>
<glossdef>
<para>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).</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Ticket Lock</glossterm>
<glossdef>
<para>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.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Ticket Owner</glossterm>
<glossdef>
<para>The current owner of the ticket. Owner isn't equal Lock!</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Ticket CustomerID</glossterm>
<glossdef>
<para>The CustomerID of the customer. Default is the email address.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Ticket CustomerUser</glossterm>
<glossdef>
<para>The CustomerUser (the sender). Default is the email address.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Ticket Escalation Time</glossterm>
<glossdef>
<para>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.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Article</glossterm>
<glossdef>
<para>The parts of a ticket (requests, notes, answers) are articles.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Article Type</glossterm>
<glossdef>
<para>The article types:</para>
</glossdef>
<glossdef>
<para>email-external: email between customer and agent</para>
</glossdef>
<glossdef>
<para>email-internal: email between agents e. g. for feedback (_not_ shown in customer interface)</para>
</glossdef>
<glossdef>
<para>email-notification-ext: email notification to customer</para>
</glossdef>
<glossdef>
<para>email-notification-int: email notification to agent (_not_ shown in customer interface)</para>
</glossdef>
<glossdef>
<para>phone: phone note</para>
</glossdef>
<glossdef>
<para>webrequest: request from the customer web interface</para>
</glossdef>
<glossdef>
<para>note-internal: note just shown for agents (agent to agent - _not_ shown in customer interface)</para>
</glossdef>
<glossdef>
<para>note-external: note shown for agent and customer (should _not_ be used as communication between customer and agent!)</para>
</glossdef>
<glossdef>
<para>note-report (note used for reporting - should be used by monitoring tools like Nagius (http://www.nagios.org/)</para>
</glossdef>
<glossdef>
<para>[not used at this moment: fax, sms]</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Article Sender Type</glossterm>
<glossdef>
<para>The creator of the article ('agent', 'customer' or 'system').</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Response</glossterm>
<glossdef>
<para>Modular default answers for Agent Interface (to write faster answers). Configurable per queue.</para>
</glossdef>
</glossentry>

<glossentry>
<glossterm>Auto-Response</glossterm>
<glossdef>
<para>Automatically generated responses after customer created a new ticket or wrote a follow up. Configurable per queue.</para>
</glossdef>
</glossentry>

</glossdiv>

</glossary>
