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OTOBO/Znuny Community Guide

Guide to the OTOBO Open Source Ticket System - Help and Support

Introduction
OTOBO Services
OTOBO

Ticket Management

OTOBO and Znuny offer comprehensive features for ticket management, including capturing, classifying, and tracking tickets.

Email Management

OTOBO supports the efficient management of multiple email addresses for different teams and departments to ensure error-free communication.

LDAP/DB Integration

Integration with LDAP or database servers for authentication and synchronization of user and customer data.

Customer Portal

The OTOBO customer portal allows customers to create, edit, and find solutions for tickets. It offers a user-friendly interface.

SLAs

With OTOBO and Znuny, you can manage Service Level Agreements (SLAs) to define and monitor response and resolution times.

AI Classification

The AI plugin for OTOBO automates the classification and prioritization of tickets and uses machine learning to increase support efficiency.

What is OTOBO? ​

OTOBO is a powerful, open-source ticket system and helpdesk software based on the OTRS Community Edition and further developed by Rother OSS. It is aimed at companies of all sizes that want to systematically capture, track, and process customer inquiries, IT services, and internal operations.

Core Features ​

  • Ticket Management

    • Multiple queues, priorities, statuses, and types
    • Escalation rules and SLAs

  • Self-Service Portal

    • Role-based access for end customers
    • Knowledge base integration
    • Responsive design for mobile & desktop

  • Automation

    • Generic Agent (time- and event-driven jobs)
    • Auto-responses and template management (Email & SMS)

  • Security & Permissions

    • Fine-grained ACLs (agents, groups, roles)
    • Two-factor authentication (2FA)
    • LDAP / Active Directory integration

  • Integrations & APIs

    • REST and SOAP web services
    • OpenStreetMap, i-doit, PowerBI, and more.
    • Elasticsearch-based live search

  • Extensibility

    • Package manager for add-ons and community modules
    • Custom API extensions and external interfaces
    • Themes, skins, and custom blocks

Installation & Migration ​

  1. System Requirements

    • Linux (Debian, Ubuntu, SUSE)
    • Web server (Apache/Nginx), database (MySQL/MariaDB, PostgreSQL)
    • Perl modules (via CPAN or package manager)

  2. Installation

    bash
    # Example Ubuntu
apt update && apt install otobo
otobo.Console.pl Maint::Setup

  3. Migration from OTRS CE

    • Backup of database & configuration
    • CLI import with otobo.Console.pl Maint::Import::OTRS-Ce
    • Verification of forms, permissions, and templates

User and Permission Management ​

  • Agents & Groups: create, move, assign ACLs
  • Customers & Customer Users: Multi-tenancy, Single Sign-On
  • Role Management: define custom role templates

Automation & Integration ​

  • Generic Agent:

    • Rule-based creation, assignment, and escalation of tickets

  • Web Services:

    • Configuration of invoker, mapping, and transport
    • Debug tool for requests & logs

Customization & Design ​

  • Themes & Skins: Colors, logos, layouts for internal and external UI
  • Custom Blocks: Note, tip, and warning blocks
  • Dashboard Widgets: Overview of queues, KPIs, to-dos

Community & Support ​

  • Documentation:

  • Forum & Mailing Lists:

    • Exchange of experiences, bug reports, feature requests

  • Regular Updates: Security patches and new features

Let's get started! Install OTOBO today, set up your first queues, and experience how simple support and service processes can become with OTOBO.