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] 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.

Google Chrome

To add a new search engine to Chrome, open the Chrome settings. After clicking on search engines → Manage search engines → Add the following mask opens:

Figure 1: Add search engine in Chrome

There are three fields that must be filled in:

   - Name of the search engine
   -  Search abbreviation (for use in the address bar)
   - URL

For ((OTRS)) Community Edition the following URL must be entered: http(s)://<PFAD_ZUM_OTRS>/otrs/;Subaction=Search;Fulltext=%s

After saving, the ((OTRS)) Community Edition search is available via the address line. Simply enter the defined search abbreviation followed by the search words in the address line. The result list opens in ((OTRS)) Community Edition.

Adding new search engines in Firefox is easier. Just right-click in the desired search field and select "Add a keyword for this search...".


Figure 2: Add search engine in Firefox

Now a name, the location and a keyword are assigned for the search. After saving the search is also available in Firefox via the address line and / or via the separate search box next to the address line.

In the listed cases, the search will list all tickets of the customer, e.g. via "ot Max Mustermann" in the address line.  

This tip is of course also transferable to other browsers. Other search fields can also be added as search engines, such as the ((OTRS)) Community Edition FAQ search or the global search in i-doit.


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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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