OTRS Developer Manual

This work is copyrighted by OTRS AG (https://otrs.com), Zimmersmühlenweg 11, 61440 Oberursel, Germany.

Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.3 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front-Cover Texts, and no Back-Cover Texts. A copy of the license can be found on the GNU website.

Contents

• Getting Started
  • Development Environment
    • Framework checkout
    • Useful Tools
    • Linking Expansion Modules
  • Architecture Overview
    • Directories
    • Files
    • Core Modules
    • Front End Handle
    • Front End Modules
    • CMD Front End
    • Generic Interface Modules
    • Scheduler Task Handler Modules
    • Database
• OTRS Internals - How it Works
  • Config Mechanism
    • Defaults.pm: OTRS Default Configuration
    • Automatically Generated Configuration Files
    • XML Configuration Files
    • Accessing Config Options at Runtime
  • Database Mechanism
    • SQL
    • XML
    • Database Drivers
    • Supported Databases
  • Log Mechanism
    • System Log
    • Communication Log
  • Date and Time
    • Introduction
    • Creation of a DateTime Object
    • Time Zones
    • Method Summary
    • Deprecated Package Kernel::System::Time
  • Skins
    • Skin Basics
    • How Skins Are Loaded
    • Creating a New Skin
  • The CSS and JavaScript Loader
    • How it works
    • Basic Operation
    • Configuring the Loader: JavaScript
    • Configuring the Loader: CSS
  • Templating Mechanism
    • Template Commands
    • Using a Template File
  • Creating Your Own Themes
  • Localization / Translation Mechanism
    • Marking Translatable Strings in the Source Files
    • Collecting Translatable Strings Into The Translation Database
    • The Translation Process Itself
    • Using The Translated Data From The Code
• How to Extend OTRS
  • Writing A New OTRS Front End Module
    • What we want to write
    • Default Config File
    • Front End Module
    • Core Module
    • Template File
    • Language File
    • Summary
  • Writing A New OTRS Front End Component
    • The Goal
    • Using The Skeleton Command
    • The Route Configuration
    • Component Template Code
    • Component Core Code
    • Component Style Code
    • Passing Parameters to the Route Component
    • Component Folders
    • Packaging Additional Vendor Modules
  • Using the power of the OTRS module layers
    • Agent Authentication Module
    • Authentication Synchronization Module
    • Customer Authentication Module
    • Customer User Preferences Module
    • Queue Preferences Module
    • Service Preferences Module
    • SLA Preferences Module
    • Log Module
    • Output Filter
    • Stats Module
    • Ticket Number Generator Modules
    • Ticket Event Module
    • Dashboard Module
    • Notification Module
    • Ticket Menu Module
    • Network Transport
    • Mapping
    • Invoker
    • Operation
    • OTRS Daemon
    • OTRS Scheduler
    • Overview
    • Dynamic Fields Framework
    • Dynamic Field Interaction With Front End Modules
    • How To Extend The Dynamic Fields
    • Creating A New Dynamic Field
    • Creating a Dynamic Field Functionality Extension
    • Ticket Postmaster Module
    • Process Management
• How to Publish Your OTRS Extensions
  • Package Management
    • Package Distribution
    • Package Commands
  • Package Building
    • Package Spec File
    • Example .sopm
    • Package Build
    • Package Life Cycle
  • Package Porting
    • Sessions Always Require Cookies
    • The groups Table Was Renamed
    • New External Interface
    • Changes in Process Management
    • Changes in the LayoutObject
• Documentation
  • Documentation Infrastructure
  • reStructuredText Primer
    • Headings
    • Paragraphs
    • Inline Markups
    • Lists
    • Literal Blocks
    • Tables
    • Hyperlinks
    • Images
    • Colored Boxes
  • Style Guide
    • Writing Content
    • Screenshots
    • Capitalization in Documentation
    • Buttons and Screen Names
    • Wording
    • Variable Names
  • Translating the Documentation
• Contributing to OTRS
  • Sending Contributions
  • Translating
  • Code Style Guide
    • Perl
    • JavaScript
    • HTML
    • CSS
  • User Interface Design
    • Capitalization
  • Accessibility Guide
    • Accessibility Basics
    • Accessibility Standards
    • Implementation guidelines
  • Unit Tests
    • Creating a Test File
    • Prerequisites for Testing
    • Testing
    • Unit Test API
• Additional Resources