As of SNAG-View version 3.6 and the associated NeDi version 1.6, users have the an extended import option for NeDi devices and nodes.
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.
[((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.
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.
Templates are pre-defined objects which can be used in conjunction with the Object Browser. They speed up the process of creating dMAPS by saving a huge amount of the time normally spent composing the various views. For example, it is possible to use the Object Browser to add a host with the view forms label and status simultaneously as a grou.
In a standard configuration, many buttons are enabled in the ticket processing form. If you notice, over the course of time, that you do not need some of them, you can disable the buttons in ((OTRS)) Community Edition Sysconfig.
In SNAG-View version 3.6, it is possible to create dynamic host and service groups. Using filter definitions the members cyclically found and allocated.
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.
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.