currently I am setting up a new instance of the Open Ticket Request System.
I wanted to know if it is possible to remove the To customer user: field in the ticket create mask, since we are not needing it.
Setting up a testing environment on a RHEL5 server to test out OTRS ticketing system. I installed XAMPP for the ease of use factor for testing but can't seem to get the ticketing system to start with XAMPP at all.
I am new to OTRS and learning on the fly. The documentation says to go to localhost/otrs/installer.pl. First, this file does not exist anywhere in the directory except in /opt/otrs/cgi-bin & fcgi-bin. And when I attempted to start OTRS in general I get
" --> Please start the web server first! (service httpd start) <--"
So do I need to edit the startup script to force it to use XAMPP? Or am I better off just installing HTTPD & MySQL myself?
I'm setting up a new helpdesk and one of the main features of Trac is that you can manage tickets through e-mail tags, is there any way of doing this through OTRS?
I'd like to be able to configure OTRS ticket system to send email through sendgrid but I also want to add some configuration parameters through the X-SMTPAPI sendgrid header.
There's no obvious config setting I can see that would allow me to add a header to sent email through smtp in OTRS.
Any idea how I could do this?
A couple of notes of importance:
The server itself uses qmail, but I can't configure the entire local server to go through sendgrid because it runs some other services that shouldn't go through sendgrid
I'd like to avoid as much as possible changing the OTRS source files if possible because a) i don't know perl that well and b) that's asking for trouble
I'm new to this whole OTRS/Help ticket system notion.
Be grateful if anybody could provide a simple example that differentiates between a User in a Group and a User associated with a Role in OTRS. And what makes using one of these more or less beneficial over the other.