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.

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[((OTRS)) Community Edition] System Maintenance

2017-04-11 10:39 by Martin Haubold

If configuration changes are made in ((OTRS)) Community Edition, the system may not behave "normally" for a short time. To inform other ((OTRS)) Community Edition agents that a change is being imported into the system, a system maintenance can be entered. To do this, select System Maintenance in the admin area and plan a new system maintenance:

Besides the comment, the start and end point times, two further text fields are configured. On the one hand the "Login message", whose content is displayed in the ((OTRS)) Community Edition login mask, if the corresponding checkbox is activated. This way the agents are already informed before logging in:

Figure 2: ((OTRS)) Community Edition Login during a maintenance interval

Figure 3: Infobars with maintenance information text

On the other hand, the "hint text", the content of which appears in the agent interface. Users are constantly informed that the system is currently being worked on:

Customers cannot log into the customer portal during a maintenance interval. The logon message also appears there.

By Michael Rütten, (comments: 0)

29 Apr

SNAG-View Application Monitoring

With SNAG-View, application monitoring can be set up very easily and very comprehensively!

Using the ticket system Znuny as an example, we show you how deeply you can monitor an application.

By Michael Rütten, (comments: 0)

28 Nov

Edit LDAP-Filter-String in i-doit manually

If you do not wish to include all Active Directory users in i-doit, you can restrict said users via filters. Previously, the configuration of the LDAP filter could only be achieved by using the Filter Builder.

Starting from i-doit Version 31, the filter string can be edited directly.

(comments: 0)

02 May

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.

Example:

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/createNagiosCfg.sh" is then executed, so that the configuration is saved and saved in the resource.cfg.