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10 Steps to Process Design Preparation for OTRS Process Management.
In life, preparation is everything. When preparing to automate (orchastrate) tasks in OTRS, the main work is not in programming the process module to do what you desire, but in the preparation. With...
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You can delegate authority but not accountability.
Rowing is a good sport which shows the relationship between accountability and responsibility. The coxswain (or simply the cox) is the team member who sits in the boat facing the bow, steering the...
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Conform to international standards; use OTRS for Process Management
The Back Story Business Process Model and Notation, BPMN for short, allows you to visualize the process model. A process model, written in BPMN, is an XML file at its heart. This XML format is well...
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Use travel security information in your travel processes
“STORM powered by OTRS” is used in security departments and companies for long time due to the well documented code of OTRS and a huge background in the CERT area. In one of my recent projects the team...
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Displaying GEO coordinates via Information Floater
One of the features of “STORM powered by OTRS” is the information floater which allows to search for patterns in an article of a ticket. The feature was designed to enrich the content of a ticket...
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Automatically detect the gender of your customer user
I think everyone of you have asked yourself the question (especially the german OTRS administrators), if it’s possible to automatically detect the gender of your customer users. This might be useful if...
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Event based ticket movement via web service
Let’s continue with our use case from last week. In part 1 we build the pre-requirement for this web service. For sure this can also be realised with another OTRS built-in functionality called...
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Automatically Detect the Language of Emails
I think everyone of you have asked yourself the question if it’s possible to automatically dispatch tickets into language-specific queues. This might be useful if you have location-based sales...
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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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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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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 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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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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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...
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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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 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...
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
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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...
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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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