Little known OTRS configuration items

[crythias]

Some interesting configuration items in OTRS that you may not know.

Ticket -> Core::FulltextSearch
... Maybe you don't want to search on *live* data?

Ticket -> Core::PostMaster
PostmasterFollowUpStateClosed ... change to closed? "Yes, I realize you want to thank me for the resolution, but the ticket is still closed."
PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner: The ticket is unlocked, but only the owner should get notified on followup.
PostmasterX-Header: If your reporting module includes some sort of header and you want to react to it, put those headers here.

(there are a few other things in here that you might want to turn on, including ignoring certain senders of email, or mapping values to fields)
PostMaster::PreFilterModule###000-MatchDBSource: (Essentially, this is what enables the PostMasterFilter GUI to work, as the GUI stores the filters in the Database).

Ticket -> Core::Ticket
TicketNewArticleIgnoreSystemSender (Default No). "Do I really *need* to record the AutoResponse? It kind of clutters, occupies space, and is generated by machines." Set to Yes and System messages won't create articles, though human messages always will.
(Other things to consider enabling: Responsible, Type, Service)

Ticket::Service::Default::UnknownCustomer Services set as "default" can be assigned to customers not in database. This is useful for assigning a service to a customer whose first call is via phone and the customer isn't yet in the database. (If not, you can't select a service for a customer who isn't in the database. "Why can't I select a service for this customer?")

Ticket::NumberGenerator If you don't like the default number scheme ...

SystemID? What's that? It's the number (default: 10) that distinguishes the tickets generated on your OTRS implementation from another OTRS implementation. If you ignore it, you might have a ticket collision.

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There will be more, and of course this isn't exhaustive, but maybe it'll be a start.

By the way, this isn't a "HowTo", so if you want to ask a question, go ahead.

[crythias]

Defaults.pm (Don't change Defaults.pm. Just read it and understand. Change in SysConfig or Config.pm)
$Self->{LogModule} = 'Kernel::System::Log::SysLog'; #The module that creates the logs. If not SysLog, use File
# $Self->{'LogModule'} = 'Kernel::System::Log::File';
$Self->{'LogModule::SysLog::Facility'} = 'user';
#Facility is the type of syslog facility (auth, authpriv, cron, daemon, kern, lpr, mail, mark, news, syslog, user, uucp and local0 through local7).
#It will be coupled with the priority given in the log method:
#debug, info, notice, warning, err, crit, alert, emerg are valid for [r]syslog
$Self->{'LogModule::SysLog::LogSock'} = 'unix'; #Solaris may need 'stream'
$Self->{'LogModule::SysLog::Charset'} = 'iso-8859-15'; #or utf-8
$Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; #required for Log::File
$Self->{'LogModule::LogFile::Date'} = 0; #1 if yyyy-mm should be added as suffix to log file

[crythias]

"What is AutoLoginCreation?"
If you don't want to be bothered by creating a username when creating a DB customer, this makes one for you. This can prevent, for instance, choices of improper usernames.

To implement, you must set AutoLoginCreation => 1, within the CustomerUser associated with DB (copy all of the Defaults.pm CustomerUser entry to Config.pm and modify).

"What username does it create?"
The prefix defined in AutoLoginCreationPrefix (default 'auto') dash (-) YYYYMMDDhhmm random(0-99) Example: auto-120901042817:

Code: Select all

    if ( !$Param{UserLogin} && $Self->{CustomerUserMap}->{AutoLoginCreation} ) {
        my ( $Sec, $Min, $Hour, $Day, $Month, $Year, $WDay ) = localtime( time() );
        $Year  = $Year - 100;
        $Year  = "0$Year" if ( $Year < 10 );
        $Month = $Month + 1;
        $Month = "0$Month" if ( $Month < 10 );
        $Day   = "0$Day" if ( $Day < 10 );
        $Hour  = "0$Hour" if ( $Hour < 10 );
        $Min   = "0$Min" if ( $Min < 10 );
        my $Prefix = $Self->{CustomerUserMap}->{AutoLoginCreationPrefix} || 'auto';
        $Param{UserLogin} = "$Prefix-$Year$Month$Day$Hour$Min" . int( rand(99) );
    }
 

[crythias]

Want to provide a list of countries or a specific entry (dropdown list) for a CustomerUser field when a creating a Customer?
(copy CustomerUser from Defaults.pm to Config.pm and then)

There's a section under the "Map" called "Selections":

Code: Select all

        # default selections
        Selections => {

#            UserTitle => {
#                'Mr.' => 'Mr.',
#                'Mrs.' => 'Mrs.',
#            },
        },
 

Let's say one of the fields is required or optional, you'd like to ask a Yes/No question, and don't want them to simply "submit" on the top value:

Code: Select all

Selections => {
     UserFieldName => {
          '' =>'',
          'Yes' => 'Yes',
          'No' => 'No',
      },
      UserCountry => {
           '' => '',
           'France' => 'France',
           'Germany' => 'Germany',
           'Spain' => 'Spain',
           'USA' => 'USA'
      },
      UserComment => {
          #this is a forced entry
          'default' => 'You cannot change this.',
      }
}
 

[crythias]

Code: Select all

    $Self->{'Frontend::NotifyModule'}->{'3-ShowAgentOnline'} = {
        Module      => 'Kernel::Output::HTML::NotificationAgentOnline',
        ShowEmail   => 1,
        IdleMinutes => 60,
    };

You'll need to click the checkbox for "Online" in the Dashboard Settings. (That already exists if you want it. This is notification in a bar where the menu is. It can get cluttered, though. Thanks, jojo)
the "3" can be a "1" or other number for positioning versus additional dashboard entries.

[jojo]

this is not a dashboard config... It is the old version which will apear on top below the menu bar

[crythias]

bin/otrs.CryptPassword.pl mySecret
returns:

Crypted password: {2968caa9c9d8a9b8}

Config.pm: (It must have the {} in order to be detected as encrypted.)
$Self->{DatabasePw} = '{2968caa9c9d8a9b8}';