Best practice

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[((OTRS)) Community Edition] ACL

With the help of ACLs ("Access Control Lists") ticket properties and ticket actions can be changed and restricted.

In the following example, the agents should not be able to close a ticket in the queue "Network" directly without processing, so a direct change from the status "open" to "closed" should be prevented.

To do this, the ACL is opened in the admin area under "Ticket settings":

Figure 1: ACL in the OTRS administration interface

Click on "Create new ACL" to access the configuration of the ACL. There, a name, a comment and a description are assigned in the upper area. You can also specify whether other ACLs are checked if the filter conditions listed below apply. Background: The ACLs are processed from top to bottom and later ACLs overwrite previous ACLs. It makes sense to insert a numbering when naming the ACLs.

The filter conditions are defined in the middle area. In this example the status of a ticket ("open") and the queue ("network").

In the lower area is the configuration of the value changes on the ticket. You can define which properties can be changed (or not) and whether further attributes are to be added to the ticket.

For the above example, an ACL may look like this:

Figure 2: ACL Configuration
Figure 3: Missing "Close" button

After saving, you have to click on "Put ACLs into operation" once in the overview page so that the valid ACLs take effect.

Now the "Close" button is missing in an open "Network Ticket" and the "successfully / unsuccessfully closed" status cannot be selected in the masks:

Figure 4: Status "Closed not possible"

Of course, much more complex actions can be performed with the ACLs. 

Note: If "root@localhost" is used, the ACLs do not take effect.

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[((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".


[((OTRS)) Community Edition] Ticket search in the address bar of the browser

The full text search in ((OTRS)) Community Edition offers a very good possibility to quickly find the relevant tickets. Modern browsers are delivered with predefined search engines, but can be extended with your own searches. The examples of Google Chrome and Mozilla Firefox show how the ((OTRS)) Community Edition full text search can be integrated into the browser.