SOAP Example: “Hot Potatoe Reporting”– Part 1
The script will return the number of used queues per ticket. The number of moves is this number less 1. You need to activate the SOAP Interface via SysConfig first! #!/usr/bin/perl -w # SOAP Config use...
View ArticleSOAP Example “Hot Potatoe Reporting”– Part 2
Now the complete script for the “Hot Potatoes” jb$ ./rpc_getmove-hot-potatoe.pl -m 6 NOTICE: Ticket#2010010610000011 (4) - number of used Queues: 8 - Limit: 6 The option -m defines the max. number of...
View Articleadditional RSS feed in the dashboard
The OTRS dashboard can be extended quite easy. Some of the existing widgets can be used more then once. An easy example is an additional RSS feed. The “Heise Newsticker” should be displayed below the...
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View all articles of a ticket in OTRS
I like to keep an eye on everything that’s happening on Twitter with regards to OTRS. Just yesterday I saw this: For all of you that aren’t really into German – such as myself, I’m still learning… –...
View ArticleDashboard IFrame Plugin
The OTRS Dashboard can show external pictures already. The backport of the Dashboard IFrame Plugin from the upcoming version 3.0 could be used to display a complete webpage or other content like a...
View Articleeven more RSS feeds in SysConfig
Additional to the described way in the article “additional RSS feed in the dashboard” there is a much more convient way via SysConfig: Framework -> Frontend::Agent::Dashboard To get the additional...
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Keep an eye on certain customers
This post is about a customer’s request: Hi, maybe you can help me please. I have a common queue for all calls, I would like to create an ACL where a specific group can see only tickets for a single...
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OTRS 3.0 Ticket Templates
You all know the need of our agents to have Ticket-Template-Buttons in Phone and Email View. This is of course not as good as it could be, because you need to modify standard *.dtl files. Therefore you...
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Proof of concept: Creating reoccuring tickets for task
A question asked by my customers quite often is: “How can we create a reoccuring ticket for tasks like checking the backup?” As there was no solution inside of the OTRS Framework yet my answer was:...
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Using QR Codes and variables in a Response
Recently a customer had a very interesting issue which he needed to be solved. For external visitors they provide a free WIFI protected by an WPA key. They created some scripts to generate the key and...
View ArticleCool Preview Firefox Plugin Productivity video
Shawn created a nice video on using the Firefox Plugin Cool Preview for even more productivity with OTRS
View ArticleMaking the most out of OTRS Ticket Search
I just wanted to show this very nice video my colleague Shawn made on the topic of making the most out of the OTRS Ticket Search dialog. He shows how to use ticket search templates, how to extend the...
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Securing your ticket communication
The actual discussion on possible unwanted readers of your mails shows the need to encrypt emails. OTRS has the possibility to sign and encrypt via S/MIME and PGP/GnuPG. For enabling PGP only a few...
View ArticleConfigure OTRS to process multiple tickets in the email Subject
Giovanni, who uses OTRS in his security team wrote a nice article in his blog: Thanks for the great work Giovanni :-)
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Keep an eye on certain customers
This post is about a customer’s request: Hi, maybe you can help me please. :) I have a common queue for all calls, I would like to create an ACL where a specific group can see only tickets for a single...
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How to connect OTRS with GitHub
Last time I had a requirement of a customer, who wanted to connect OTRS with the GitHub account of his company. I think this might also be an interesting use case for you. In this small blog article...
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HowTo: Connect OTRS with Icinga2 – Part 1
I think this might be an interesting use case for you if you have established a Release & Deployment management process in your OTRS system and if you want to create automatical a new host in your...
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HowTo: Connect OTRS with Icinga2 – Part 2
Let’s continue with our Icinga2Connector. Last time I showed you how to create a new host in Icinga2 via API. Today I will show you how to modify hosts. To complete this how-to, you need at first a...
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HowTo: Connect OTRS with Icinga2 – Part 3
Let’s continue with our Icinga2Connector. Last time I showed you how to create a new host in Icinga2 via API. Today I will show you how to delete hosts, if they’re retired. To complete this how-to, you...
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Inform Rocket.Chat users about ticket events
Many of my customers are using Rocket.Chat for their internal team chats. Last week I had a customer, who asked me if it’s possible to get a notification in their Rocket.Chat if there’s a new ticket in...
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