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 ] 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.

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[((OTRS)) Community Edition] Process Management

Process management is a good way of reflecting and executing recurring activities in a structured manner. Process management can be used for smaller operations, such as for creating a new user, or for larger and more extensive work, such as system modifications or changes. It is thus a very flexible tool that helps users handle all kinds of tasks. Dynamic fields let you attach additional metadata to a ticket.

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[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.

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[i-doit] Übersichtlichkeit im CMDB Explorer herstellen

CMDB Explorer is your first port of call when it comes to taking a bird's eye view; starting from the selected object, all relationships to other objects are displayed. But it can of course happen that not all information listed there is of interested, and you need a more limited view. i-doit offers you the option of masking object types, relationships, etc. which you do not need with profiles and filters and storing a profile to help you do so.

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