Software:OTOBO

OTOBO Ticketsystem

Overview

OTOBO Ticketsystem is an open-source ticketing and process management system designed for customer service and IT service management. It is based on the widely-used OTRS system, with enhanced features and modernized architecture.

Features

Ticket Management: Efficiently create, manage, and track customer service tickets. Process Management: Automate workflows and processes to improve service efficiency. Email Integration: Seamlessly integrate with email systems for ticket creation and updates. Knowledge Base: Create and manage a comprehensive knowledge base to assist in issue resolution. Reporting and Analytics: Generate detailed reports and analytics to monitor performance and identify areas for improvement. Role-Based Access Control: Secure access to the system with granular permission settings. Customizable: Highly customizable to fit specific business needs, with numerous configuration options.

Installation

Prerequisites

Linux-based operating system (preferred) Apache or Nginx web server MySQL or MariaDB database Perl 5.24 or higher Required Perl modules (listed in the documentation)

Steps

Download OTOBO: Obtain the latest version from the official website. Extract Files: Extract the downloaded archive to the desired installation directory. Configure Web Server: Set up your web server to point to the OTOBO directory. Database Setup: Create a database and user for OTOBO. Run Installer: Navigate to the OTOBO directory in your web browser and follow the installation wizard.

Configuration

After installation, configure OTOBO by editing the configuration files located in the Kernel/Config directory. Key configuration aspects include:

Database Connection: Set the database connection parameters. Email Settings: Configure email server settings for sending and receiving emails. Security Settings: Define access control and security settings.

Customization

OTOBO can be customized through its web-based admin interface or by directly modifying configuration files. Common customizations include:

Adding custom fields to tickets Creating custom workflows and processes Integrating with third-party systems via REST API

Usage

Creating a Ticket

Login: Access the OTOBO system using your credentials. New Ticket: Click on "New Ticket" and fill in the required details. Submit: Submit the ticket, which will be assigned to the appropriate queue.

Managing Tickets

View Tickets: Use the dashboard to view and filter tickets. Update Tickets: Add notes, change status, and update ticket information. Close Tickets: Once resolved, tickets can be closed and archived.

Support and Community

For support and community interaction, visit the OTOBO community forums or the official documentation.

Contributions

OTOBO is open-source, and contributions are welcome. To contribute, visit the GitHub repository for guidelines and issues. For a quick start with installation, you can refer to the quick start guide.