OTRS CVS - Manual
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# What is a trouble ticket in the OTRS?

Within the OTRS all trouble tickets are handled as normal e-mails. In case you want to attach something (e.g. a fax) it will be attached as an e-mail attachment. All tickets are stored on the harddrive in clear text format. The headers are stored in a database too. The database is used to sort the tickets and to give quick access to them. For detailed information about this mechanism have a look in the source code.

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