# --
# README - readme file of OpenTRS
# Copyright (C) 2001-2002 Martin Edenhofer <martin+code@otrs.org>
# --
# $Id: README,v 1.6 2002/08/04 14:36:35 martin Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see 
# the enclosed file COPYING for license information (GPL). If you 
# did not receive this file, see http://www.gnu.org/licenses/gpl.txt.
# --

What is OpenTRS?
================

  OpenTRS has been developed with many features to manage customer
  emails and telephone calls.

  Feature list:

   Web-Interface: 
    - Agent web interface for viewing and working on all customer requests
    - Admin web interface for changing system things
    - Customer web interface for viewing and sending infos to the agents
    - Webinterface with themes support
    - Multi language support (english, german and french)

   Email-Interface:
    - MIME support (attachments)
    - Dispatching of incoming email via email addess or x-header
    - autoresponders for customers by incoming emails (per queue)
    - email-notification to the agent by new tickets, follow ups or lock timeouts

   Ticket:
    - Custom queue view
    - Ticket locking
    - Ticket replies (standard responses)
    - Ticket autoresponders per queue
    - Ticket history, evolution of ticket status and actions taken on ticket
    - Abaility to add notes (with different note types) to a ticket
    - Ticket zoom feature
    - Tickets can be bounced or forwarded to other email addresses
    - Ticket can be moved to a different queue (this is helpful if emails are 
       for a specific subject)
    - Ticket priority
    - Ticket time accounting
    - Content Fulltext search

   System:
    - Central database which contains all configuration, customer information.
    - Creation and configuration of user accounts, and groups
    - Creation of standard responses
    - Signature configuration per queue
    - Salutation configuration per queue
    - email-notification of administrators
    - email-notification sent to problem reporter (by create, locked, deleted, 
       moved and closed)
    - Submitting update-info (via email or webinterface).
    - Deadlines for trouble tickets
    - ASP (activ service providing) support
    - TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#'
    - Ticket number format free setable
    - Different levels of permissions/access-rights. 
    - Support of different SQL databases (e. g. MySQL, PostgeSQL, ...)
    - user authentication agains database or ldap directory
 
License:
========
  It is distributed under the GNU General Public License - see the
  accompanying COPYING file for more details.

Documentation:
==============
  You can find quick documentation in README.* and the long version online at
  http://docu.otrs.org/.

On what hardware does it run?
=============================

  On all! You need Perl! My System is a Pentium II 500 with 256 MB RAM and
  a 8 GB SCSI Harddisk. I can easily handle ~120.000 tickets, without problems.
  For more then ~120.000 or ~300 tickets a day please ask the list about the
  requirements.

Software requirements?
======================

  On all Perl-Platforms! You need:
    * min. Perl5
    * Database (e. g. MySQL)
    * Webpserver (mod_perl isn't required but very nice to have)
    * A MTA (e. g. Sendmail or Postfix)

  Currently tested:

    * SuSE Linux 7.0 (i386), Perl 5, MySQL 3.22.32 and Apache 1.3.12.
    * SuSE Linux 7.2 (i386), Perl 5.6.0, MySQL 3.23.37 and Apache 1.3.19.
    * SuSE Linux 7.3 (s390), Perl 5.6.0, MySQL 3.23.48 and Apache 1.3.22.
    * SuSE Linux 8.0 (i386), Perl 5.6.1, MySQL 3.23.48 and Apache 1.3.23 (incl. mod_perl 1.26).
    * SuSE Linux 8.0 (i386), Perl 5.6.1, MySQL 3.23.48 and Roxen-Webserver 2.2.252
    * SuSE Linux 8.0 (i386) interfacing with Exchange 5.5 via fetchmail and postfix   
    * Redhat 7.3 (no detail description available)
    * Mandrake 8.2 server interfacing with Lotus Notes mail server via fetchmail and sendmail
     
    ... and you? ;-)

EOF
