Best practice

Tip of the month

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[((OTRS)) Community Edition] Displaying and hiding menu entries in the ticket view

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.

Figure 1: There are four buttons available for selection in the "Communication" field

To access the configuration item, open Sysconfig ("Admin" -> "Sysconfig") and select the "Ticket" configuration group. Now select the "Frontend::Agent::Ticket::MenuModule" item.

Figure 2: Selecting the entry in Sysconfig

A list with all the available buttons appears.

In our example, we want to hide the items "Outgoing/Incoming phone call" and "Outgoing E-Mail". We will be disabling the corresponding checkboxes to do this.

Figure 3: Disabling the desired menu items

The settings are saved by clicking on "Update" at the bottom of this page. From now on, the selected items will not be displayed in the Ticket view. 

Figure 4: After the change, only "Note" is available.

Of course, you can display fields again in the same way.

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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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