Support:TicketSystemCustomerGuide - Revision history

Choeger: Redirected page to TicketSystemCustomerGuide

2014-11-06T09:54:57Z

Redirected page to TicketSystemCustomerGuide

← Older revision		Revision as of 09:54, 6 November 2014
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	~~This page was moved to~~ [~~https://oxpedia.org/wiki/index.php?title=~~TicketSystemCustomerGuide ~~here~~]		#REDIRECT [[TicketSystemCustomerGuide]]

Maurice.delaferte at 09:29, 6 November 2014

2014-11-06T09:29:24Z

← Older revision	Revision as of 09:29, 6 November 2014
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		This page was moved to [https://oxpedia.org/wiki/index.php?title=TicketSystemCustomerGuide here]

Maurice.delaferte: Blanked the page

2014-10-29T11:03:06Z

Blanked the page

← Older revision		Revision as of 11:03, 29 October 2014
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	~~<!-- Author: Maurice de la Ferté <maurice.delaferte@open-xchange.com> -->~~
	~~[[Category: Support]]~~
	~~<div class="title">Ticket System User Guide for Customers</div>~~

	~~==Indroduction==~~
	Customers with valid support license have access to all their tickets via the Open-Xchange ticket system (OTRS). The ticket system provides additional features for communication between you and Open-xchange, but it is not meant as a full substitution of email conversation. Hence you still have to start new incident requests via email like described at

	~~http://knowledgebase.open-xchange.com/support/contact-support-bug-reporting/contact-support/english.html~~

	~~This user guide gives an overview about the usage and benefits using this interface.~~

	~~==Preliminary==~~
	First you have to know the login name of your Open-Xchange LDB account where you registered the support license key you are using for your requests. If you do not own or activate a valid support key (not maintenance), you don't have access rights to the ticket system. If in doubt, please check via our license portal for a valid license key with '-SUP-' pattern:

	~~Open-Xchange License Portal URL: https://ldb.open-xchange.com~~

	Please check the used email address of your LDB account via 'Edit your data' inside the license portal, it was used for your ticket system account provisioning and is now disconnected to the LDB settings. Your ticket system and LDB passwords are also disconnected and you have to use the password recovery of the ticket system to set the initial password. If you observe a wrong or improper email address in your LDB settings, please contact the Open-Xchange Support so we can use the address of your choice for the ticket system. In case you have created a new LDB account, the ticket system account will be provisioned within 24 hours automatically.

	'''Important: Your ticket system login will be disabled automatically in case your support license key expires. Please note, this can be caused by date or if the number of allowed requests outrange the contractual limit.'''

	~~==How to get Access==~~
	The very first time you have to use the password recovery ([https://otrs.open-xchange.com/otrs/customer.pl#Reset Forgot password?]) with the LDB account name of the following link, further steps are described within an email, you will get to the address explain inside the preliminary section:

	~~Login URL: https://otrs.open-xchange.com/otrs/customer.pl~~

	~~==Ticket System Overview==~~
	~~After login you will enter the overview page 'My Tickets', this view is sadly misleading because it will list only invalid tickets.~~

	~~[[File:SupportTicketSystemCustomerGuide-OverviewDefault.png]]~~

	~~'''Important: You have to switch to 'Tickets' --> 'Company tickets' to get the list for valid tickets.'''~~

	~~[[File:SupportTicketSystemCustomerGuide-OverviewCompany.png]]~~

	~~'''Overview Top Bar'''~~
	~~Tickets~~
	~~My Tickets --> Default view with invalid only tickets~~
	~~Company tickets --> Relevant company view with valid tickets~~
	~~Search --> Ticket Search~~
	~~Preferences --> Password change, language settings, PGP keys, etc ..~~

	~~==Usage==~~
	~~You will get a direct link by an auto reply after your initial reporting email, hence it should be very easy to navigate to the ticket you are looking for.~~

	~~[[File:SupportTicketSystemCustomerGuide-AutoReplyEmailExample.png]]~~

	Once you open the ticket detail view, you will get an overview of important details about ticket number, current state and priority within a small box at upper right of the window. Also you will find a reply button at the bottom left on the page.

	~~[[File:SupportTicketSystemCustomerGuide-TicketDetailView.png]]~~

	~~By clicking on 'Reply' you are able to give us additional details, add attachments up to 1GB size or close the ticket by your self.~~

	~~[[File:SupportTicketSystemCustomerGuide-ReplyWindow.png]]~~

	~~==Personal Data Policy==~~
	According to German law, companies are forced to handle any (log) files from customers which contain data related to a third person or has any personal protection in a special way. Personal data shall mean any information concerning the personal or material circumstances of an identified or identifiable natural person. Even so they have to be deleted once they aren't used any more. To fulfil this requirement, customers and support agents have to keep the readable ticket communication, in form of email/article body, subject or attachment names, free from any personal data. This can be every thing from names, email addresses, screen-shots, logs files and even credentials to system accounts. This personal data only has to be handed over in form of attachments which was common practice before. Transfer channels for personal data are attachments via the ticket system, attachment in encrypted emails or provided by protected download links. How to send encrypted emails via PGP is described [http://sdb.open-xchange.com/node/59 here].

	The integrity of an 'Incident Request' with all available data needs to be saved up to 90 days after a ticket was closed to ensure a holistic assessment in case of Contractual complaints. This time frame is mandatory and gives also the customer time for detailed tests. In case of reopening an incident within these three months all information is still available and needs not to be recollected by customers and end users.

	Open-Xchange introduced a weekly deletion process, the deletion work on ticket attachments and on raw email files which are affected by attachments. The automatic deletion of all ticket attachments takes place weekly at Sunday and affects all tickets which are in a 'closed' state since 90 days.

Maurice.delaferte at 10:44, 29 October 2014

2014-10-29T10:44:12Z

← Older revision		Revision as of 10:44, 29 October 2014
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	Please check the used email address of your LDB account via 'Edit your data' inside the license portal, it was used for your ticket system account provisioning and is now disconnected to the LDB settings. Your ticket system and LDB passwords are also disconnected and you have to use the password recovery of the ticket system to set the initial password. If you observe a wrong or improper email address in your LDB settings, please contact the Open-Xchange Support so we can use the address of your choice for the ticket system. In case you have created a new LDB account, the ticket system account will be provisioned within 24 hours automatically.		Please check the used email address of your LDB account via 'Edit your data' inside the license portal, it was used for your ticket system account provisioning and is now disconnected to the LDB settings. Your ticket system and LDB passwords are also disconnected and you have to use the password recovery of the ticket system to set the initial password. If you observe a wrong or improper email address in your LDB settings, please contact the Open-Xchange Support so we can use the address of your choice for the ticket system. In case you have created a new LDB account, the ticket system account will be provisioned within 24 hours automatically.

			'''Important: Your ticket system login will be disabled automatically in case your support license key expires. Please note, this can be caused by date or if the number of allowed requests outrange the contractual limit.'''

	==How to get Access==		==How to get Access==

Maurice.delaferte: /* Personal Data Policy */

2014-10-21T15:36:54Z

Personal Data Policy

← Older revision		Revision as of 15:36, 21 October 2014
Line 54:		Line 54:
	According to German law, companies are forced to handle any (log) files from customers which contain data related to a third person or has any personal protection in a special way. Personal data shall mean any information concerning the personal or material circumstances of an identified or identifiable natural person. Even so they have to be deleted once they aren't used any more. To fulfil this requirement, customers and support agents have to keep the readable ticket communication, in form of email/article body, subject or attachment names, free from any personal data. This can be every thing from names, email addresses, screen-shots, logs files and even credentials to system accounts. This personal data only has to be handed over in form of attachments which was common practice before. Transfer channels for personal data are attachments via the ticket system, attachment in encrypted emails or provided by protected download links. How to send encrypted emails via PGP is described [http://sdb.open-xchange.com/node/59 here].		According to German law, companies are forced to handle any (log) files from customers which contain data related to a third person or has any personal protection in a special way. Personal data shall mean any information concerning the personal or material circumstances of an identified or identifiable natural person. Even so they have to be deleted once they aren't used any more. To fulfil this requirement, customers and support agents have to keep the readable ticket communication, in form of email/article body, subject or attachment names, free from any personal data. This can be every thing from names, email addresses, screen-shots, logs files and even credentials to system accounts. This personal data only has to be handed over in form of attachments which was common practice before. Transfer channels for personal data are attachments via the ticket system, attachment in encrypted emails or provided by protected download links. How to send encrypted emails via PGP is described [http://sdb.open-xchange.com/node/59 here].

	~~Being able to proceed working on a~~ Incident ~~which has been reopened by a customer access~~ to ~~personal data is mandatory~~ up to ~~three months~~ after a ticket ~~goes into '~~closed~~' state~~. This time frame is mandatory and gives the customer time for detailed tests. In case of reopening an incident within these three months all information is still available and needs not to be recollected by customers and end users.		The integrity of an 'Incident Request' with all available data needs to be saved up to 90 days after a ticket was closed to ensure a holistic assessment in case of Contractual complaints. This time frame is mandatory and gives also the customer time for detailed tests. In case of reopening an incident within these three months all information is still available and needs not to be recollected by customers and end users.

	Open-Xchange introduced a weekly deletion process, the deletion work on ticket attachments and on raw email files which are affected by attachments. The automatic deletion of all ticket attachments takes place weekly at Sunday and affects all tickets which are in a 'closed' state since 90 days.		Open-Xchange introduced a weekly deletion process, the deletion work on ticket attachments and on raw email files which are affected by attachments. The automatic deletion of all ticket attachments takes place weekly at Sunday and affects all tickets which are in a 'closed' state since 90 days.

Maurice.delaferte at 14:58, 21 October 2014

2014-10-21T14:58:44Z

← Older revision		Revision as of 14:58, 21 October 2014
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	==How to get Access==		==How to get Access==
	The very first time you have to use the password recovery (Forgot password?) with the LDB account name of the following link, further steps are described within an email, you will get to the address explain inside the preliminary section:		The very first time you have to use the password recovery ([https://otrs.open-xchange.com/otrs/customer.pl#Reset Forgot password?]) with the LDB account name of the following link, further steps are described within an email, you will get to the address explain inside the preliminary section:

	~~Password Reset URL: https://otrs.open-xchange.com/otrs/customer.pl#Reset~~
	Login URL: https://otrs.open-xchange.com/otrs/customer.pl		Login URL: https://otrs.open-xchange.com/otrs/customer.pl

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	[[File:SupportTicketSystemCustomerGuide-ReplyWindow.png]]		[[File:SupportTicketSystemCustomerGuide-ReplyWindow.png]]

	==~~Privacy~~ Data Policy==		==Personal Data Policy==
	According to German law, companies are forced to handle any (log) files from customers which contain data related to a third person or has any ~~privacy~~ protection in a special way. Even so they have to be deleted once they aren't used any more. To fulfil this requirement, customers and support agents have to keep the readable ticket communication, in form of email/article body, subject or attachment names, free from any ~~privacy~~ data. This can be every thing from names, email addresses, screen-shots, logs files and even credentials to system accounts. This ~~privacy~~ data only has to be handed over in form of attachments which was common practice before. Transfer channels for ~~privacy~~ data are attachments via the ticket system, attachment in encrypted emails or provided by protected download links. How to send encrypted emails via PGP is described [http://sdb.open-xchange.com/node/59 here].		According to German law, companies are forced to handle any (log) files from customers which contain data related to a third person or has any personal protection in a special way. Personal data shall mean any information concerning the personal or material circumstances of an identified or identifiable natural person. Even so they have to be deleted once they aren't used any more. To fulfil this requirement, customers and support agents have to keep the readable ticket communication, in form of email/article body, subject or attachment names, free from any personal data. This can be every thing from names, email addresses, screen-shots, logs files and even credentials to system accounts. This personal data only has to be handed over in form of attachments which was common practice before. Transfer channels for personal data are attachments via the ticket system, attachment in encrypted emails or provided by protected download links. How to send encrypted emails via PGP is described [http://sdb.open-xchange.com/node/59 here].

	Being able to proceed working on a Incident which has been reopened by a customer access to ~~privacy~~ data is mandatory up to three months after a ticket goes into 'closed' state. This time frame is mandatory and gives the customer time for detailed tests. In case of reopening an incident within these three months all information is still available and needs not to be recollected by customers and end users.		Being able to proceed working on a Incident which has been reopened by a customer access to personal data is mandatory up to three months after a ticket goes into 'closed' state. This time frame is mandatory and gives the customer time for detailed tests. In case of reopening an incident within these three months all information is still available and needs not to be recollected by customers and end users.

	Open-Xchange introduced a weekly deletion process, the deletion work on ticket attachments and on raw email files which are affected by attachments. The automatic deletion of all ticket attachments takes place weekly at Sunday and affects all tickets which are in a 'closed' state since 90 days.		Open-Xchange introduced a weekly deletion process, the deletion work on ticket attachments and on raw email files which are affected by attachments. The automatic deletion of all ticket attachments takes place weekly at Sunday and affects all tickets which are in a 'closed' state since 90 days.

Maurice.delaferte: /* How to get access? */

2014-10-17T12:14:11Z

How to get access?

← Older revision		Revision as of 12:14, 17 October 2014
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	Please check the used email address of your LDB account via 'Edit your data' inside the license portal, it was used for your ticket system account provisioning and is now disconnected to the LDB settings. Your ticket system and LDB passwords are also disconnected and you have to use the password recovery of the ticket system to set the initial password. If you observe a wrong or improper email address in your LDB settings, please contact the Open-Xchange Support so we can use the address of your choice for the ticket system. In case you have created a new LDB account, the ticket system account will be provisioned within 24 hours automatically.		Please check the used email address of your LDB account via 'Edit your data' inside the license portal, it was used for your ticket system account provisioning and is now disconnected to the LDB settings. Your ticket system and LDB passwords are also disconnected and you have to use the password recovery of the ticket system to set the initial password. If you observe a wrong or improper email address in your LDB settings, please contact the Open-Xchange Support so we can use the address of your choice for the ticket system. In case you have created a new LDB account, the ticket system account will be provisioned within 24 hours automatically.

	==How to get ~~access?~~==		==How to get Access==
	The very first time you have to use the password recovery (Forgot password?) with the LDB account name of the following link, further steps are described within an email, you will get to the address explain inside the preliminary section:		The very first time you have to use the password recovery (Forgot password?) with the LDB account name of the following link, further steps are described within an email, you will get to the address explain inside the preliminary section:

Schweigi at 11:45, 17 October 2014

2014-10-17T11:45:58Z

← Older revision		Revision as of 11:45, 17 October 2014
Line 53:		Line 53:

	==Privacy Data Policy==		==Privacy Data Policy==
	According to German law, companies are forced to handle any (log) files from customers which contain data related to a third person or has any privacy protection in a special way. Even so they have to be deleted once they aren't used any more. To fulfil this requirement, customers and support agents have to keep the readable ticket communication, in form of email/article body, subject or attachment names, free from any privacy data. This can be every thing from names, email addresses, screen-shots, logs files and even credentials to system accounts. This privacy data only has to be handed over in form of attachments which was common practice before. Transfer channels for privacy data are attachments via the ticket system, attachment in encrypted emails or provided by protected download links. How to send encrypted emails via PGP is described [[http://sdb.open-xchange.com/node/59\|here]].		According to German law, companies are forced to handle any (log) files from customers which contain data related to a third person or has any privacy protection in a special way. Even so they have to be deleted once they aren't used any more. To fulfil this requirement, customers and support agents have to keep the readable ticket communication, in form of email/article body, subject or attachment names, free from any privacy data. This can be every thing from names, email addresses, screen-shots, logs files and even credentials to system accounts. This privacy data only has to be handed over in form of attachments which was common practice before. Transfer channels for privacy data are attachments via the ticket system, attachment in encrypted emails or provided by protected download links. How to send encrypted emails via PGP is described [http://sdb.open-xchange.com/node/59 here].

	Being able to proceed working on a Incident which has been reopened by a customer access to privacy data is mandatory up to three months after a ticket goes into 'closed' state. This time frame is mandatory and gives the customer time for detailed tests. In case of reopening an incident within these three months all information is still available and needs not to be recollected by customers and end users.		Being able to proceed working on a Incident which has been reopened by a customer access to privacy data is mandatory up to three months after a ticket goes into 'closed' state. This time frame is mandatory and gives the customer time for detailed tests. In case of reopening an incident within these three months all information is still available and needs not to be recollected by customers and end users.

	Open-Xchange introduced a weekly deletion process, the deletion work on ticket attachments and on raw email files which are affected by attachments. The automatic deletion of all ticket attachments takes place weekly at Sunday and affects all tickets which are in a 'closed' state since 90 days.		Open-Xchange introduced a weekly deletion process, the deletion work on ticket attachments and on raw email files which are affected by attachments. The automatic deletion of all ticket attachments takes place weekly at Sunday and affects all tickets which are in a 'closed' state since 90 days.

Schweigi at 11:43, 17 October 2014

2014-10-17T11:43:08Z

← Older revision		Revision as of 11:43, 17 October 2014
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	==Indroduction==		==Indroduction==
	~~Customer~~ with valid support license have access to all their tickets via the Open-Xchange ticket system (OTRS).		Customers with valid support license have access to all their tickets via the Open-Xchange ticket system (OTRS). The ticket system provides additional features for communication between you and Open-xchange, but it is not meant as a full substitution of email conversation. Hence you still have to start new incident requests via email like described at
	The ticket system provides additional features for communication between you and Open-xchange, but it is not
	meant as a full substitution of email conversation. Hence you have ~~still~~ to start new incident requests via email		http://knowledgebase.open-xchange.com/support/contact-support-bug-reporting/contact-support/english.html
	~~by adding the license key~~. This user guide gives an overview about the usage and benefits using this interface.
			This user guide gives an overview about the usage and benefits using this interface.

	==Preliminary==		==Preliminary==
	First you have to know the login name of your Open-Xchange LDB account where you registered the support license key you are		First you have to know the login name of your Open-Xchange LDB account where you registered the support license key you are using for your requests. If you do not own or activate a valid support key (not maintenance), you don't have access rights to the ticket system. If in doubt, please check via our license portal for a valid license key with '-SUP-' pattern:
	using for your requests. If you do not own or activate a valid support key (not maintenance), you don't have access rights
	to the ticket system. If in doubt, please check via our license portal for a valid license key with ~~'-SaaS-' or~~ '-SUP-'
	pattern:

	Open-Xchange License Portal URL: https://ldb.open-xchange.com		Open-Xchange License Portal URL: https://ldb.open-xchange.com

	Please check the used email address of your LDB account via 'Edit your data' inside the license portal, it was used for your		Please check the used email address of your LDB account via 'Edit your data' inside the license portal, it was used for your ticket system account provisioning and is now disconnected to the LDB settings. Your ticket system and LDB passwords are also disconnected and you have to use the password recovery of the ticket system to set the initial password. If you observe a wrong or improper email address in your LDB settings, please contact the Open-Xchange Support so we can use the address of your choice for the ticket system. In case you have created a new LDB account, the ticket system account will be provisioned within 24 hours automatically.
	ticket system account provisioning and is now disconnected to the LDB settings. Your ticket system and LDB passwords are also
	disconnected and you have to use the password recovery of the ticket system to set the initial password. If you observe a wrong
	or improper email address in your LDB settings, please contact the Open-Xchange ~~support~~ so we can use the address of your choice
	for the ticket system. In case you have created a new LDB account, the ticket system account will be provisioned within 24 hours
	automatically.

	==How to get ~~Access~~?==		==How to get access?==
	The very first time you have to use the password recovery (Forgot password?) with the LDB account name of the following link,		The very first time you have to use the password recovery (Forgot password?) with the LDB account name of the following link, further steps are described within an email, you will get to the address explain inside the preliminary section:
	further steps are described within an email, you will get to the address explain inside the preliminary section:

	Password Reset URL: https://otrs.open-xchange.com/otrs/customer.pl#Reset		Password Reset URL: https://otrs.open-xchange.com/otrs/customer.pl#Reset
Line 32:		Line 24:

	==Ticket System Overview==		==Ticket System Overview==

	After login you will enter the overview page 'My Tickets', this view is sadly misleading because it will list only invalid tickets.		After login you will enter the overview page 'My Tickets', this view is sadly misleading because it will list only invalid tickets.


	[[File:SupportTicketSystemCustomerGuide-OverviewDefault.png]]		[[File:SupportTicketSystemCustomerGuide-OverviewDefault.png]]


	'''Important: You have to switch to 'Tickets' --> 'Company tickets' to get the list for valid tickets.'''		'''Important: You have to switch to 'Tickets' --> 'Company tickets' to get the list for valid tickets.'''


	[[File:SupportTicketSystemCustomerGuide-OverviewCompany.png]]		[[File:SupportTicketSystemCustomerGuide-OverviewCompany.png]]


	'''Overview Top Bar'''		'''Overview Top Bar'''
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	==Usage==		==Usage==
	You will get a direct link by an auto reply after your initial reporting email, hence it should be very easy to navigate to the ticket you are looking for.		You will get a direct link by an auto reply after your initial reporting email, hence it should be very easy to navigate to the ticket you are looking for.


	[[File:SupportTicketSystemCustomerGuide-AutoReplyEmailExample.png]]		[[File:SupportTicketSystemCustomerGuide-AutoReplyEmailExample.png]]

			Once you open the ticket detail view, you will get an overview of important details about ticket number, current state and priority within a small box at upper right of the window. Also you will find a reply button at the bottom left on the page.
	Once you ~~opens~~ the ticket detail view, you will get an overview of important details about ticket number, current state and priority within a small box at upper right of the window. Also you will find a reply button at the bottom left on the page.


	[[File:SupportTicketSystemCustomerGuide-TicketDetailView.png]]		[[File:SupportTicketSystemCustomerGuide-TicketDetailView.png]]


	By clicking on 'Reply' you are able to give us additional details, add attachments up to 1GB size or close the ticket by your self.		By clicking on 'Reply' you are able to give us additional details, add attachments up to 1GB size or close the ticket by your self.


	[[File:SupportTicketSystemCustomerGuide-ReplyWindow.png]]		[[File:SupportTicketSystemCustomerGuide-ReplyWindow.png]]


	==Privacy Data Policy==		==Privacy Data Policy==
	According to German law, companies are forced to handle any (log) files from customers which contain data		According to German law, companies are forced to handle any (log) files from customers which contain data related to a third person or has any privacy protection in a special way. Even so they have to be deleted once they aren't used any more. To fulfil this requirement, customers and support agents have to keep the readable ticket communication, in form of email/article body, subject or attachment names, free from any privacy data. This can be every thing from names, email addresses, screen-shots, logs files and even credentials to system accounts. This privacy data only has to be handed over in form of attachments which was common practice before. Transfer channels for privacy data are attachments via the ticket system, attachment in encrypted emails or provided by protected download links. How to send encrypted emails via PGP is described [[http://sdb.open-xchange.com/node/59\|here]].
	related to a third person or has any privacy protection in special way. Even so they have to be deleted
	once they aren't used any more. To ~~fulfill~~ this requirement, customers and support agents have to keep the
	readable ticket communication, in form of email/article body, subject or attachment names, free from any
	privacy data. This can be every thing from names, email addresses, screen-shots, logs files and even
	credentials to system accounts. This privacy data only has to be ~~hand~~ over in form of attachments which was
	common practice before. Transfer channels for privacy data are attachments via the ticket system, attachment
	in encrypted emails or provided by ~~projected~~ download links.

	~~Access~~ to privacy data is mandatory up to three months after a ticket goes into 'closed' state.		Being able to proceed working on a Incident which has been reopened by a customer access to privacy data is mandatory up to three months after a ticket goes into 'closed' state. This time frame is mandatory and gives the customer time for detailed tests. In case of reopening an incident within these three months all information is still available and needs not to be recollected by customers and end users.
	~~The closed state represents from Open-Xchange point of view that an issue has been solved without~~
	~~customer verification,~~ the customer ~~has the right to reopen tickets in this period~~. ~~Hence there~~
	~~is a strong need for keeping integrity~~ of ~~ticket data hand over by the customer until it~~ is ~~ensured~~
	not ~~escalation or even contract penalties take place~~.

	Open-Xchange introduced a weekly deletion process, the deletion work on ticket attachments and on		Open-Xchange introduced a weekly deletion process, the deletion work on ticket attachments and on raw email files which are affected by attachments. The automatic deletion of all ticket attachments takes place weekly at Sunday and affects all tickets which are in a 'closed' state since 90 days.
	raw email files which are affected by attachments. The automatic deletion of ~~privacy data~~ takes place weekly at
	Sunday and affects tickets which are ~~since 90 days~~ in a 'closed' state~~. This deletion process checks and handles~~
	~~the hole ticket stock, regardless on queues or if they are proceeded before~~.

Maurice.delaferte at 11:20, 17 October 2014

2014-10-17T11:20:03Z

← Older revision		Revision as of 11:20, 17 October 2014
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	further steps are described within an email, you will get to the address explain inside the preliminary section:		further steps are described within an email, you will get to the address explain inside the preliminary section:

	~~Ticket System Customer~~ URL: https://otrs.open-xchange.com/otrs/customer.pl#Reset		Password Reset URL: https://otrs.open-xchange.com/otrs/customer.pl#Reset
			Login URL: https://otrs.open-xchange.com/otrs/customer.pl

	==Ticket System Overview==		==Ticket System Overview==