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[((OTRS)) Community Edition] System Maintenance
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:
Figure 1: Schedule 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.
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:
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.
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".
