Abstract: (Unofficial) Definitions of terms used in OTRS, as explained by this author. When in doubt, the documentation "wins", but this post might be helpful.
This post may be updated from time to time.
Agent/User: Those who handle the tickets
Customer: Those who submit tickets
CustomerID: A (non-unique) designation for similar people to see a ticket in "Company Tickets"
Queue: [Types of] Agents that handle tickets. Almost all permissions to a group of tickets are handled here. Subqueues are designated/referenced as: ParentQueue::SubQueue
Priority: How important is the ticket?
State: What is the status of the ticket?
State Type: A designation for a grouping of states. For instance, State Type: Closed may have States of "closed successful" and "closed unsuccessful".
Service: A service to which a service level agreement may be attached (optional)
SLA: When do you agree the ticket must be completed?
Type: An optional designation categorizing a ticket. Unless you utilize an ACL, no permissions are assigned at this point
Definitions of terms - Unofficial
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Definitions of terms - Unofficial
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