About

Additional settings for the mobile application Service and help desk for OTRS 6 Community Edition.

Key features

  • Push notifications for android, ios.
  • Setting styles for priority and ticket states.

Installation

  • Before installation the package, set the correct rights with the script /opt/otrs/bin/otrs.SetPermissions.pl.
  • Install the Mobile package
  • Check that the AndroidNotification web service has been created in the “OTRS/Administration/Web Services Management” section.
  • Set the “Push Notification” checkboxes in notifications that should be sent to devices in the “OTRS/Administration/Ticket Notification Management” section.

Usage

When authenticate in the mobile application, you can specify the full link to otrs or the domain name only: https://ServerAddress.com/otrs/index.pl or ServerAddress.com

Possible errors when connecting a mobile application to the server:

  • Error 404 - otrs configuration error
  • Login failed - problem with agent login and password

Configuration

  • RS::Mobile::Type::Abbr - ticket type abbreviations.
  • RS::Mobile::Priority::Color - color of the priority icon.
  • RS::Mobile::State::Color - State font color.
  • RS::Mobile::State::BackgroundColor - State background color.
  • RS::Mobile::Type::Color - Type font color.
  • RS::Mobile::Type::BackgroundColor - Type background color.

StateType for Mobile screens for showing/editing

  • Ticket::Frontend::AgentMobileEditTicket###StateType
  • Ticket::Frontend::AgentMobileNewTicket###StateType
  • Ticket::Frontend::AgentMobileTicketClose###StateType
  • Ticket::Frontend::AgentMobileTicketNote###StateType
  • Ticket::Frontend::AgentMobileTicketStatus###StateType