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 ] Your own reports on the dashboard

Every user in i-doit has the ability to configure their own dashboard. To allow this to happen, a number of pre-configured widgets are provided. Among other things, the "Report" widget can be displayed. This example embeds a report that provides information on the objects associated with the user ("Contact assignment" category), and which were last edited by another user. For this configuration, the user needs the "Create report" and "Configure your own dashboard" rights. First of all, a report needs to be created. The Report Manager is found in the menu below "Tools":

Figure 1: Report Manager

Next create a simple report that displays the following attributes of the objects:

  • Name
  • Object type
  • Last change by person
  • Last change (date)

The approach for creating a report is described very well in the i-doit Knowledge Base, and is not explained in detail at this point.

Figure 2: Configuration of the report in the Query Editor

In the "General" category conditions, the user's full name is entered for the "Last change by" attribute and linked to "is unequal to". After saving, the report can be run.

Now go to the Dashboard, and clicking on pencil icon below the username to open the Dashboard configuration.

Figure 3: Adding a report widget

Select "Report" in the dropdown and press the button to add. You can also use drag and drop to define the position of the report on the Dashboard. The widget appears on the Dashboard after pressing "Apply". The widget still does not have any content. When you hover the mouse pointer over the header of the report widget, you can select the desired report by clicking on the pencil icon. You can also define how many objects appear on one page of the widget's output. The results of this report appear on the Dashboard after pressing "Apply".

Figure 4: Report on the dashboard

In the view window, you can click to sort objects by a respective column. By default, sorting is by the object name.

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 …