Where Does OTRS Store Config and Tickets?
OTRS and Znuny keep config in Kernel/Config.pm under /opt/otrs with article storage and logs beside it, over MySQL or Postgres, nowadays usually containerized.
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OTRS centers on /opt/otrs with config, code, and article storage in one tree. Kernel Config.pm holds database credentials and system settings while tickets live in the database and attachments on disk. Znuny inherits the layout exactly as the community fork.
Container deployments remap these paths into volumes, so check compose files for the real locations. The logical split stays constant regardless: config file, article store, database. Migrations move all three or tickets lose their bodies.
Where OTRS stores this, by platform
/opt/otrs/Kernel/Config.pm
Config.pm plus article storage and logs in one tree. Database holds tickets separately. Container setups map these to volumes.
Frequently asked questions
How do I back up OTRS?
Dump the database plus copy Config.pm and article directories with services stopped. Modern installs wrap this in container volumes, so back up volumes instead. Test restores on staging before trusting them.
Where are OTRS settings?
Edit Kernel/Config.pm for database, mail, and path settings, or use the SysConfig GUI which writes the same file. Znuny keeps identical layout with renamed branding. Keep the file out of public repos.
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