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[((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.
To do this, the ACL is opened in the admin area under "Ticket settings":
Click on "Create new ACL" to access the configuration of the ACL. There, a name, a comment and a description are assigned in the upper area. You can also specify whether other ACLs are checked if the filter conditions listed below apply. Background: The ACLs are processed from top to bottom and later ACLs overwrite previous ACLs. It makes sense to insert a numbering when naming the ACLs.
The filter conditions are defined in the middle area. In this example the status of a ticket ("open") and the queue ("network").
In the lower area is the configuration of the value changes on the ticket. You can define which properties can be changed (or not) and whether further attributes are to be added to the ticket.
For the above example, an ACL may look like this:
After saving, you have to click on "Put ACLs into operation" once in the overview page so that the valid ACLs take effect.
Now the "Close" button is missing in an open "Network Ticket" and the "successfully / unsuccessfully closed" status cannot be selected in the masks:
Of course, much more complex actions can be performed with the ACLs.
Note: If "root@localhost" is used, the ACLs do not take effect.
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.
For useful tips or frequently occurring problems it can be helpful to create a FAQ entry in ((OTRS)) Community Edition. In this way all agents can access the knowledge and thus the tickets can be processed faster.
If configuration changes are made in ((OTRS)) Community Edition, the system may not behave "normally" for a short time. To inform other ((OTRS)) Community Edition 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:
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.
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).
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.