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[((OTRS)) Community Edition] Displaying and hiding menu entries in the ticket view

In a standard configuration, many buttons are enabled in the ticket processing form. If you notice, over the course of time, that you do not need some of them, you can disable the buttons in ((OTRS)) Community Edition Sysconfig.

Figure 1: There are four buttons available for selection in the "Communication" field

To access the configuration item, open Sysconfig ("Admin" -> "Sysconfig") and select the "Ticket" configuration group. Now select the "Frontend::Agent::Ticket::MenuModule" item.

Figure 2: Selecting the entry in Sysconfig

A list with all the available buttons appears.

In our example, we want to hide the items "Outgoing/Incoming phone call" and "Outgoing E-Mail". We will be disabling the corresponding checkboxes to do this.

Figure 3: Disabling the desired menu items
Figure 4: After the change, only "Note" is available.

The settings are saved by clicking on "Update" at the bottom of this page. From now on, the selected items will not be displayed in the Ticket view. 

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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.


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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".

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