OTOBO System Configuration – Managing Settings

The System Configuration in OTOBO/Znuny is the heart of customization and fine-tuning:
– All changes are made via a central graphical interface.
– Versioning and audit logs document who, when, and what values were changed.
– In case of errors, any setting can be reset to a previous state.

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1. Quick Start: Opening System Configuration

1. Log in as an administrator in the Agent interface.
2. Navigate to Administration → System Configuration.
3. Use the full-text search bar to find what you need immediately among the approximately 2,200 configuration keys.

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2. Finding and Opening a Setting

1. Enter search term – the full-text search scans names, descriptions, and values.
2. Select result:

3. Expand widget:

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3. Editing and Saving Values

1. Hover the mouse over the widget → “Edit this setting”:

   

2. Change the value and click Save:

   
   

3. Confirm the change:

   

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4. Version Comparison & Resetting

After saving, a diff log is automatically generated – allowing you to see old vs. new values at a glance:

If something goes wrong, you can jump back to the previous value at any time using “Reset”:

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5. Activating Changes (Deploy)

Clicking “Deploy settings” applies all local changes:

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6. Navigation & Category Tree

The navigation tree on the side organizes configurations by modules and subgroups.
Each category displays the number of its entries in parentheses:

This helps you keep track even when using additional packages (e.g., ITSM, FAQ, OAuth).

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7. Import & Export of Entire Configurations

• Export: Create backups or transfer your settings into .yml files.
• Import: Load previously exported configurations into another system or synchronize test/staging instances.

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8. Special Cases & Best Practices

8.1 Logos & Branding

Change the agent logo centrally via

Frontend::Agent::LogoURL

And adjust the customer portal logo:

Frontend::Customer::LogoURL

8.2 Authentication & SSO

Enable OAuth2/OpenID Connect or LDAP flexibly – entirely via System Configuration:

Core::Auth::Agent::Module
Core::Auth::Customer::Module

8.3 Dynamic Fields via Configuration

Add new DynamicField drivers without programming:

Core::DynamicFields::DriverRegistration

8.4 Controlling Menu Modules Individually

Activate or deactivate front-end modules like AgentTicketZoom or CustomerTicketSearch via configuration:

Frontend::Agent::ModuleRegistration

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9. Conclusion

The OTOBO/Znuny System Configuration provides you with:

• Real-time search function: Find any key in seconds.
• Audit & Versioning: Every value change is documented.
• Rollback mechanism: One click back – no fear of misconfigurations.
• Import/Export: Perfect synchronization between production, staging, and test instances.

With these features, you can adapt your OTOBO system securely, transparently, and agilely to any new scenario – from branding and auth to individual plugins.

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Further details can be found in the official OTOBO documentation.

Popular System Configurations

Here are the 30 most common system configurations in a clear table.

Configuration Key	Description	Value
NotificationSenderEmail	Sender email address for system notifications	support@<OTOBO_CONFIG_FQDN>
PostmasterDefaultQueue	Default queue for the Postmaster	–
FirstnameLastnameOrder	Order of first and last name	–
Elasticsearch::TicketSearchFields	Fields used for ticket search in Elasticsearch	–
Elasticsearch::TicketStoreFields	Fields used for storing tickets in Elasticsearch	–
GenericAgentAllowCustomScriptExecution	Allows the Generic Agent to execute custom scripts	–
DashboardBackend::AllowCmdOutput	Allows displaying console output in the dashboard	–
Ticket::Frontend::CustomerTicketZoom###StateDefault	Default state for the customer ticket view	–
Ticket::Frontend::CustomerDisableCompanyTicketAccess	Disables customer access to company tickets	–
ACL::PossibleNot→Form→<FieldName>	ACL setting for negated form conditions	–
PostmasterFollowUpState	State for Postmaster follow-up emails	–
PostmasterFollowUpStateClosed	Closed state for Postmaster follow-ups	–
Ticket::Frontend::AgentTicketZoomReply	Allows replies in the Agent Ticket Zoom	–
AgentTicketCompose	Settings for composing new agent tickets	–
Ticket::Frontend::MenuModule###550-Appointment	Menu module for appointments in the ticket frontend	–
Ticket::Frontend::MoveType	Settings for ticket move types	–
Ticket::Frontend::AgentTicketMove###RequiredLock	Requires lock when moving tickets by agents	–
Ticket::Frontend::TicketNote###OwnerMandatory	Forces “Owner” as a mandatory field for ticket notes	–
Core::Crypt::PGP	PGP encryption settings	–
CustomerDashboard::Tiles###ServiceCatalog-01	Dashboard tile for the service catalog	–
Frontend::Module###CustomerTicketMessage	Frontend module for customer ticket messages	–
CustomerTicketMessage	Configuration for customer ticket messages	–
CustomerDashboard::Tiles###TicketList-01	Dashboard tile for ticket list	–
CustomerFrontend::Module###CustomerTicketMessage	Customer frontend module for ticket messages	–
Ticket::GenericAgentAllowCustomScriptExecution	Allows Generic Agent to execute custom scripts (ticket module)	–
Ticket::Frontend::AgentTicketNote###Subject	Subject setting for agent ticket notes	–
Core::Time::Calendar1	Time settings for calendar 1	–
TimeAccounting	Time accounting module	–
DynamicField_<Name>	Placeholder for dynamic fields	–
Ticket::NumberGenerator::MinCounterSize	Minimum counter length for ticket numbers	–

Reliable OTOBO operations & expert support

Dependable support for version upgrades, staging environments, disaster recovery strategies, and 2nd-level technical support.

View support plans

Frequently asked questions

How do I access and navigate the OTOBO System Configuration interface?

To access OTOBO system settings, log in to the Agent interface as an administrator. From there, navigate to Administration → System Configuration. The interface provides a central graphical tool for managing all system-wide settings. To quickly find specific configurations, utilize the powerful full-text search bar, which scans not only the names of the approximately 2,200 configuration keys but also their descriptions and current values. For structured browsing, a navigation tree on the left organizes configurations by modules and subgroups, with each category displaying the number of entries it contains in parentheses. This hierarchical view is particularly useful when dealing with additional packages like ITSM, FAQ, or OAuth, helping you maintain an overview of all available settings.

Quellen / Sources

• OTOBO System Configuration – Managing Settings
• OTOBO Documentation

What is the process for editing and saving a system configuration setting in OTOBO?

Editing a system configuration setting in OTOBO is a straightforward process designed for clarity and safety. First, use the full-text search or navigation tree to locate the desired setting. Once found, select the result to display its widget, and then expand the widget to view its current details. To initiate the editing process, hover your mouse over the widget and click on "Edit this setting". This action activates the edit mode, allowing you to modify the value. After making your changes, click "Save" to store the new value locally. It's important to note that saving a value only stages the change; it does not immediately apply it to the live system. This two-step process (save then deploy) provides an extra layer of control, allowing you to review changes before they go live.

Quellen / Sources

• OTOBO System Configuration – Managing Settings

How can I ensure safe changes and revert settings if something goes wrong in OTOBO System Configuration?

OTOBO's System Configuration is built with safety features to prevent misconfigurations and allow for easy rollbacks. Every time you save a change to a setting, a diff log is automatically generated. This log provides a clear, at-a-glance comparison between the old and new values, documenting exactly what was changed, by whom, and when. This versioning and audit trail is crucial for transparency and troubleshooting. If you discover that a change has introduced an issue or was incorrect, you can easily revert to a previous state. Simply locate the setting, view its history, and use the "Reset" function. This allows you to jump back to the previous value with a single click, effectively undoing the last modification without needing to manually re-enter the old value. This robust rollback mechanism significantly reduces the risk associated with system configuration adjustments, ensuring that you can experiment and fine-tune your OTOBO instance with confidence.

Quellen / Sources

• OTOBO System Configuration – Managing Settings

When do changes made in OTOBO System Configuration take effect, and what is the 'Deploy settings' action?

Changes made within the OTOBO System Configuration interface do not take effect immediately upon saving individual settings. Instead, saving a setting only stores the modification locally within the configuration system, staging it for application. To apply all pending local changes to the live OTOBO system, you must explicitly click the "Deploy settings" button. This action pushes all saved, but not yet active, configurations into the operational environment. After deployment, most changes will apply instantly. However, it's important to note that some specific configurations might require additional steps, such as reloading the OTOBO interface in your browser or, in rare cases, restarting certain OTOBO services, for the changes to be fully reflected across the system. Always ensure you deploy your settings after making modifications to guarantee they are active.

Quellen / Sources

• OTOBO System Configuration – Managing Settings

How can OTOBO System Configuration be used for branding, authentication, or extending functionality?

OTOBO System Configuration is a powerful tool for customizing various aspects of your helpdesk, including branding, authentication, and extending core functionality, all without needing to write code. For branding, you can centrally change the agent login logo using the Frontend::Agent::LogoURL setting and adjust the customer portal logo via Frontend::Customer::LogoURL. When it comes to authentication and Single Sign-On (SSO), OTOBO offers flexible options. You can enable robust authentication methods like OAuth2/OpenID Connect or LDAP entirely through system configuration keys such as Core::Auth::Agent::Module and Core::Auth::Customer::Module, which control agent and customer authentication modules respectively. Furthermore, you can extend functionality by adding new DynamicField drivers without programming, using Core::DynamicFields::DriverRegistration. This allows for custom data fields to be integrated seamlessly. You can also activate or deactivate front-end modules, like AgentTicketZoom or CustomerTicketSearch, by modifying Frontend::Agent::ModuleRegistration, giving you granular control over the user interface and available features.

Quellen / Sources

• OTOBO System Configuration – Managing Settings

What are the benefits of using the Import and Export features in OTOBO System Configuration?

The Import and Export features within OTOBO's System Configuration provide significant advantages for managing your system's settings, especially in complex or multi-instance environments. The Export functionality allows administrators to create comprehensive backups of their entire configuration. These settings are typically exported into .yml files, which are human-readable and easy to manage. This is invaluable for disaster recovery, ensuring that you can quickly restore your system's configuration to a known good state if any issues arise. Conversely, the Import feature enables you to load previously exported configurations into another OTOBO system. This is particularly useful for transferring settings between different environments, such as moving configurations from a development or staging instance to a production system. It also facilitates the synchronization of settings across multiple OTOBO instances, ensuring consistency and reducing manual effort. By leveraging these features, you can maintain a high degree of control, consistency, and resilience in your OTOBO deployments, streamlining configuration management and reducing potential errors.

Quellen / Sources

• OTOBO System Configuration – Managing Settings