Source string Read only

type: Content of: <section><section><para><itemizedlist><listitem><para>
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<command>stop --force</command> - to stop the OTRS Daemon process in reducing the wait for children processes to finish.
A forced stop reduces the amount of time the main daemon waits to successful stop the other children processes from 30 seconds (normal) to 5 seconds (forced).
Other Daemon Tools
To list all configured child daemons that the main daemon should start and keep running use the console command: <literal>Maint::Daemon::List</literal>.
Example to list all configured daemons
shell> cd /opt/otrs/
shell> bin/otrs.Console.pl Maint::Daemon::List
To list detailed information of all daemons use the console command: <literal>Maint::Daemon::Summary</literal>.
Example to a summary of all daemon tasks
shell> cd /opt/otrs/
shell> bin/otrs.Console.pl Maint::Daemon::Summary
Using External backends
Customer Data
OTRS works with many customer data attributes such as username, email address, phone number, etc. These attributes are displayed in both the Agent and the Customer frontends, and also used for the authentication of customers.
Customer data used or displayed within OTRS is highly customizable. The following information is however always needed for customer authentication:
User login
Email address
Customer ID
Use the following SysConfig parameters if you want to display customer information in your agent interface.
# Ticket::Frontend::CustomerInfo*
# (show customer info on Compose (Phone and Email), Zoom and
# Queue view)
$Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1;
$Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1;
<emphasis>Script: SysConfig configuration parameters.</emphasis>
Customer User Backend
You can use two types of customer backends, DB and LDAP. If you already have another customer backend (e.g. SAP), it is of course possible to write a module that uses it.
Database (Default)
The Example below shows the configuration of a DB customer backend, which uses customer data stored in the OTRS database.
Configuring a DB customer backend
# CustomerUser (customer database backend and settings)
$Self->{CustomerUser} = {
Name => 'Database Datasource',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
# if you want to use an external database, add the required settings
# DSN => 'DBI:odbc:yourdsn',
# Type => 'mssql', # only for ODBC connections
# DSN => 'DBI:mysql:database=customerdb;host=customerdbhost',
# User => '',
# Password => '',
Table => 'customer_user',

# CaseSensitive will control if the SQL statements need LOWER()
# function calls to work case insensitively. Setting this to
# 1 will improve performance dramatically on large databases.
CaseSensitive => 0,
},
# customer unique id
CustomerKey => 'login',

# customer #
CustomerID => 'customer_id',
CustomerValid => 'valid_id',
CustomerUserListFields => ['first_name', 'last_name', 'email'],
CustomerUserSearchFields => ['login', 'last_name', 'customer_id'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['email'],
CustomerUserNameFields => ['title','first_name','last_name'],
CustomerUserEmailUniqCheck => 1,
# # show not own tickets in customer panel, CompanyTickets
# CustomerUserExcludePrimaryCustomerID => 0,
# # generate auto logins
# AutoLoginCreation => 0,
# AutoLoginCreationPrefix => 'auto',
# # admin can change customer preferences
# AdminSetPreferences => 1,
# # cache time to live in sec. - cache any database queries
# CacheTTL => 0,
# # just a read only source
# ReadOnly => 1,
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es)
[ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ],
[ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ],
[ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ],
# [ 'UserEmail', Translatable('Email'), 'email', 1, 1, 'var', '[% Env("CGIHandle") %]?Action=AgentTicketCompose;ResponseID=1;TicketID=[% Data.TicketID | uri %];ArticleID=[% Data.ArticleID | uri %]', 0, '', 'AsPopup OTRSPopup_TicketAction' ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ],
# [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ],
[ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ],
[ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ],
[ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ],
[ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ],
[ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ],
[ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ],
[ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ],
[ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ],

# Dynamic field example
# [ 'DynamicField_Name_X', undef, 'Name_X', 0, 0, 'dynamic_field', undef, 0, undef, undef, ],
],
# default selections
Selections => {
UserTitle => {
'Mr.' => 'Mr.',
'Mrs.' => 'Mrs.',
},
},
};
If you want to customize the customer data, change the column headers or add new ones to the customer_user table in the OTRS database. As an example, the script below shows how to add a new field for room number.
linux:~# mysql -p
Enter password:
Welcome to the MySQL monitor. Commands end with ; or \g.
Your MySQL connection id is 116 to server version: 5.0.18-Debian_7-log

Type 'help;' or '\h' for help. Type '\c' to clear the buffer.

mysql&gt; use otrs;
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Database changed
mysql&gt; ALTER TABLE customer_user ADD room VARCHAR (250);
Query OK, 1 rows affected (0.01 sec)
Records: 1 Duplicates: 0 Warnings: 0

mysql&gt; quit
Bye
linux:~#
<emphasis>Script: Adding a room field to the customer_user table.</emphasis>
Now add the new column to the MAP array in <filename>Kernel/Config.pm</filename>, as shown in the following script.
# var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es)
[...]
[ 'UserRoom', 'Room', 'room', 0, 1, 'var', '', 0 ],
<emphasis>Script: Adding a room field to the Kernel/Config.pm file.</emphasis>
ComponentTranslation
This translation Translated OTRS 6/Administration Manual Customer ID
The following string has the same context and source.
Translated OTRS 6/((OTRS)) Community Edition Customer ID

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OTRS 6 / Administration ManualEnglish

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Source information

Source string comment
type: Content of: <section><section><para><itemizedlist><listitem><para>
Flags
read-only
Source string location
en/content/administration/external-backends.xml:34
String age
a year ago
Source string age
a year ago
Translation file
i18n/doc-admin.pot, string 1619