Best practice

Tip of the month

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[((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".

Figure 1: Configuration of the postmaster filter "010 Ignore automatic reply"

Four settings are made in the opening mask. First, a name is assigned to the filter and it is determined whether further filters are to be applied or not ("Stop after hit"). The rules are processed from top to bottom. Therefore, it is advisable to start with digits when naming the rules, as this makes the sequence easier to control.

In the second block, the filter condition is defined. Some e-mail headers are available here (e.g. Subject, From, CC). In this case, the subject is filtered using the regular expression "^Automatic response:*". Further (AND-linked) headers can be selected here.

In the last block, the action that the filter performs is selected. Some ((OTRS)) Community Edition-specific fields are available here. For example, the ticket type, priority, owner or dynamic fields can be filled with defined values. It is also possible to set several values. In this case the "Ignore-Flag" is set to "yes" - the ((OTRS)) Community Edition gets the e-mail from the stored mailbox, but ignores it.

If "Stop after hit" is activated and the filter condition applies when checking an incoming e-mail, no further configured postmaster filters are checked.

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[((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".

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[((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.

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[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.

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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.

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[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).

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