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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[i-doit] device exchange

The free "Device Exchange" add-on module offers a fast and convenient approach to replacing devices. Imagine the following scenario: A switch which is in use and well-documented fails; it needs to be replaced by another switch. The second switch also exists in the CMDB and is documented as completely as possible (model, accounting, location, status).

Figure 1: Initial situation

Before you can start the exchange, the desired object type must be enabled in the device exchange configuration. You can also select the categories which are exchanged by default.

Figure 2: Configuration of a device exchange (Management -> CMDB settings -> Device exchange)

The module can be found below "Tools". If this is not the case, the authorisations for the module may be missing.

Figure 3: Calling the device exchange module

In the "Exchange objects" module, you now select the two switches to be exchanged. The checkboxes set in the configuration can be edited again at this point

Figure 4: Exchanging devices

After clicking on "Exchange devices" the exchange process starts; a log is then displayed. The stored switch has now adopted the selected category entries of the original switch. The defective switch is assigned a CMDB status of "Replaced".

Figure 5: Switches after the exchange

Using the Device Exchange module can save a great deal of time in the case of more complex categories (network, ports).

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[OTRS] Postmasterfilter

With the help of the postmaster filters incoming e-mails can be processed specifically in OTRS. 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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[OTRS] System Maintenance

If configuration changes are made in OTRS, the system may not behave "normally" for a short time. To inform other OTRS 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:

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[SNAG-View] StatusTray Version 1.2.0

Invisible changes

Upgrading to the version will cause many invisible changes to the StatusTray.

These changes ensure a faster start-up and better handling of system resources.
In addition, we are laying the first stone for further features of the application, e.g. full integration into the taskbar of the operating systems.
This creates a seamless integration of the application into everyday life and thus allows the head to be free for the essentials.

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[OTRS] 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.

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[i-doit] device exchange

The free "Device Exchange" add-on module offers a fast and convenient approach to replacing devices. Imagine the following scenario: A switch which is in use and well-documented fails; it needs to be replaced by another switch. The second switch also exists in the CMDB and is documented as completely as possible (model, accounting, location, status).

Read more …