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Support / Training

Support Handbook

How to use OTRS

This Wiki page is seen in addition to the Triage, as support moved away from the originally support using just a mailbox to using a ticket system. Some of the terms originally used came thus obsolete. The basics of the front end are explained here OTRS basics

What is visible in OTRS?

All mails sent to support@c.o., paypal@c.o., gpg@c.o. are processed in OTRS. Some of the mails are processed automatically, all the rest is moved to the TRIAGE queue.

Only open tickets are visible in the different queues. Closed ticket can only be accessed if you search for them.

What queues can by used?

If you open the pull-down menu for the queues this list is visible.

• Queue	Purpose	Access	Triage related
  Disputes	All requests for a dispute are moved to this queue. If TRIAGE is unsure the request should be move to the SE queue. Any ticket regarding a running arbitration case (an arbitration number is in the subject similar to a201YMMDD.X) are moved to the SE queue.	Arbitrators	move request to
  Organisation assurance	All requests for an organisation assurances come to this queue.	Organisation Assurers	move request to
  Secure-Test	This queue is to test the encryption of mails inside OTRS	TRIAGE?, SE	rather not
  Support Engineers	all tickets not otherwise classified are moved to here	SE	move tickets to
  Deleted accounts	Within the process of account removal there are some mails created that will be moved to here automatically.	SE	no
  New Point Calculation	Special queue for ticket related to the new point calculation and missing points from there	SE	no
  Pending for action	Tickets which are pending e.g. deleted account procedure waiting for the 3 months before processing the last step of the procedure	SE	no
  Requested Passphrase	When a user uses the lost passphrase method to gain access to his account and the questions were not answered correct, an automatic mail is created and sent to support. Once this mail reaches OTRS, it is automatically closed and moved to this queue	SE	no
  Triage	All tickets that are not sorted out automatically or by hand will be visible here	TRIAGE, SE	yes
  Junk	All junk mails are moved to this queue manually and closed there.	TRIAGE, SE	move ticket to and close it there
  Paypal	All mail coming from the paypal account are visible here. All mails with an amount of USD 15,00 are moved to SE as they are part of the password recovery process. All other mails regarding paypal are moved here and closed.	TRIAGE, SE	move ticket to and close it there
  Returns	When the CAcert system sent automatically generated mails, e.g. expiring notifications, there might be an automatic reply from the users mailbox. These replies are moved to this queue and closed there.	TRIAGE, SE	move ticket to and close it there
  The Bat	mails sent in error by the old mail client "The Bat". The sender will get an automatic error notice, automatically closed	TRIAGE, SE	no
  Verification Abuse	Sent by the system if someone clicks on the verification link in an email and then chooses to not verify that address. Are automatically closed	TRIAGE, SE	no
  cacert-support	Ticket should be moved here before sending them to the cacert-support mailing. After moving them here they should be sent out and closed.	TRIAGE, SE	yes

Support Engineers Queue

In the SE Queue each SE is requested to categorize the tickets for statistical purpose. Therefore the Free Fields are used.

At the moment the following categories are available for the field "issue type":

• CategorySupport

• CategorySupportTriage

• CategorySupportTraining