Make Customers Smile in 7 Easy Steps with OTRS – Part 4

“In Part 3, you learned how to accept, open and close tickets,
and use the OTRS interface to communicate with customers and
internal team members through the ticket resolution workflow. This
is, in many ways, the core of OTRS, and the wide variety of
features available ensure that are able to support a large variety
of different scenarios, and also customize the system to your own
special requirements.

“In this concluding segment, I’ll look at the OTRS configuration
panel, which allows you to tweak system behaviour to your needs,
and the reporting interface, which provides managers and
administrators with a birds-eye view of operational issues at any
time.

“Step 6: Configure Global Settings

“OTRS comes with an extensive set of configuration screens,
which allow administrators to configure many different aspects of
system behaviour. These screens are accessible through the
Dashboard -> Admin -> SysConfig menu to users belonging to
the “admin” group, and are grouped by function. Figure 24
illustrates what the main configuration interface looks like:”

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