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.

More than 100 customers from all areas of business and public administration trust our software solutions and services.

[i-doit] Validation of fields

i-doit has a validation option for manual input. For example, you can enforce the completion of specific fields in a category, or require the use of a certain pattern. You can additionally specify that values must be assigned once only within a category. Validation helps users to comply with a minimum level of the documentation requirements.

An example of the "Inventory number" attribute in the "Accounting" category follows.

Validation is found below Administration => CMDB Settings => Validation:

Figure 1: Configuration validation

Next, select the "Accounting" category and open it by clicking on "Add". The following options are now available for each attribute:

  • Mandatory field
  • Unique for each object type
  • Globally unique
Figure 2: Validation options

In the dropdown menu, you can also be select the pattern which the input value must match. The options are self-explanatory: "Text value from list" is a drop-down list of predefined values. In contrast to Dialog-Plus fields, they cannot be extended in the normal view. The "must match regular expression" option offers the most flexible approach.

In this example, the "Inventory number" attribute is a mandatory field; it must be globally unique and structured as follows: "SN-1234-987". In other words, a regular expression is a good choice:

Figure 3: Regular expression for the inventory number

In this example, the regular expression is: "(^SN-\d{4}-\d{3}$)". The expression can be tested at the top using the RegEx Tester.

When creating or editing the inventory number of an object, the user's attention is drawn to any erroneous input and the user can correct the input before an incorrect value is stored.

Figure 4: Note for incorrect input

Go back

[((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".

Read more …

[((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.

Read more …

[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.

Read more …

[((OTRS)) Community Edition] 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.

Read more …

[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 …