GOTRS Admin Guide
Comprehensive guide for GOTRS administrators.
System Administration
Configuration
- Environment variables and configuration files
- Database configuration and tuning
- Security settings and authentication
- Email and notification setup
User Management
- Creating and managing user accounts
- Role-based access control
- Group and permission management
- LDAP/SSO integration (future)
System Monitoring
- Performance metrics and monitoring
- Log management and analysis
- Backup and disaster recovery
- Capacity planning
Ticket Management
Workflow Configuration
- Ticket states and workflows
- Automated rules and triggers
- SLA configuration and monitoring
- Escalation procedures
Queue Management
- Creating and organizing ticket queues
- Agent assignment and routing
- Priority and categorization
- Custom fields and forms
Integration
Email Integration
- Incoming email processing
- Outgoing email configuration
- Email templates and notifications
- Spam and security filtering
API Configuration
- REST API access and authentication
- Rate limiting and security
- Integration with external systems
- Webhooks and notifications
Maintenance
Updates and Upgrades
- Version management and updates
- Database migration procedures
- Downtime planning and communication
- Rollback procedures
Performance Optimization
- Database optimization
- Caching configuration
- Resource allocation
- Load balancing (enterprise)
Security
Access Control
- Authentication methods
- Permission management
- Session security
- Password policies
Audit and Compliance
- Audit logging
- Compliance reporting
- Data retention policies
- Privacy controls
This guide is currently being developed. Check back for updates as features are implemented.