OTRS Sysconfig: A jungle.
Shawn Beasley04. Jun 2010 | Administration
The practical examples presented in our technical blog (blog.otrs.com) and now in the expert category in our FAQ blog section serve as a source of ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes even for more exotic configurations. All configurations presented here were developed under laboratory conditions as a proof of concept.
We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.
Thanks for taking the time to read this article!
One of the first things an admin is confronted with when choosing OTRS is the Sysconfig menu of the Admin Section. For an admin of previous versions, < 2.0, the configuration of OTRS was even more of a nightmare. OTRS, however, knows of this hurdle and is working on the solution, so be patient :)! Currently the Sysconfig looks like this:
This may seem like it does not say much, at first. But, after a click on the “Show” button in the Group Selecti0n block, you are presented with a plethora of options. Most of which have nothing familiar with spoken english!
So now you know more about where you need to go to configure something, right?
Probably, you are just as lost as you were before. But, that is ok. Because, even the developers knew the problems that you would be facing. So, there is a solution to your problems: Search. “Great! Search. But, for what?”, I hear you and I will help!
All of the masks, and most of the terms you run into in OTRS, are searchable in the Sysconfig. This makes finding changes, or possible changes, much easier then initially expected. If, for example, you are looking for all of the places you can make changes to a free text field, then you just need to search for the word freetext.
VOILA! It is feeling like magic by now!
I hope that this little tip will help you configure your system a little faster, and that you are more satisfied with OTRS because of it!