Best practice

Tip of the Month

Here you will find our monthly tips to improve your OTRS, i-doit, SNAG-View and NeDi configuration. If you need support in setting up your systems or need special adaptations, then simply contact us at +49 441 390 10 10 40 or send us an e-mail, we will be happy to advise you.

More than 100 customers from all areas of business and public administration trust our software solutions and services.

[i-doit] Validation of fields

i-doit has a validation option for manual input. For example, you can enforce the completion of specific fields in a category, or require the use of a certain pattern. You can additionally specify that values must be assigned once only within a category. Validation helps users to comply with a minimum level of the documentation requirements.

An example of the "Inventory number" attribute in the "Accounting" category follows.

Validation is found below Administration => CMDB Settings => Validation:

Figure 1: Configuration validation

Next, select the "Accounting" category and open it by clicking on "Add". The following options are now available for each attribute:

  • Mandatory field
  • Unique for each object type
  • Globally unique
Figure 2: Validation options

In the dropdown menu, you can also be select the pattern which the input value must match. The options are self-explanatory: "Text value from list" is a drop-down list of predefined values. In contrast to Dialog-Plus fields, they cannot be extended in the normal view. The "must match regular expression" option offers the most flexible approach.

In this example, the "Inventory number" attribute is a mandatory field; it must be globally unique and structured as follows: "SN-1234-987". In other words, a regular expression is a good choice:

Figure 3: Regular expression for the inventory number

In this example, the regular expression is: "(^SN-\d{4}-\d{3}$)". The expression can be tested at the top using the RegEx Tester.

When creating or editing the inventory number of an object, the user's attention is drawn to any erroneous input and the user can correct the input before an incorrect value is stored.

Figure 4: Note for incorrect input

Go back

Own $USERX$ macros for SNAG-View 3

Additional placeholders for the path to plugins ($USERXXX$) can be integrated very easily in SNAG-View. The following steps are necessary for this:

A new <item> entry must be created in the "resource_cfg.xml".

Note: Be careful not to change or delete existing <item> entries.

Anpassen der


Beispiel $User3$

We currently ship two predefined macros: "$USER1$ and $USER2$". After the change, the macro $USER3$ is available for the path /var/lib/nagios/libexec-customer2.

The script "/usr/bin/" is then executed, so that the configuration is saved and saved in the resource.cfg.


Read more …

By Martin Haubold

[((OTRS)) Community Edition] Postmasterfilter

With the help of the postmaster filters incoming e-mails can be processed specifically in ((OTRS)) Community Edition. One use case is ignoring automatic replies or absence notes.

In the following example configuration, the content of an automatic reply is not processed and discarded as an article.

The configuration of the postmaster filters can be found in the e-mail settings in the admin area. A new filter can be created via "Add filter".

Read more …