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.

More than 100 customers from all areas of business and public administration trust our software solutions and services.

[((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.

In ((OTRS)) Community Edition a process can be triggered in various ways. Either by creating a new ticket or from within an existing ticket. The complete configuration and administration is handled in the ((OTRS)) Community Edition interface in the Admin area below "Process Management".

To illustrate this, some screenshots from a simple "New Employee" process are shown below:

Figure 1: Configured, ready-to-use "New User" process

Once configured, a new process ticket can be created in the menu. A form is displayed for selecting the desired process.

Figure 2: Create new process ticket
Figure 3: Selecting the process

The configured fields appear in the form that pops up. They can be prefilled with defaults. Mandatory input is also possible. Dynamic fields let you define follow-up actions. For example, subtickets are created here for each activated option; they could be processed in different queues, for example.

Figure 4: Form for creating a process ticket

Then an overview of the process ticket created here is shown. The ticket is currently in the approval phase and must first be released by superordinate authority.

Figure 5: Overview of process ticket

The superordinate instance now checks this ticket, and can make changes if needed. In this case, the "New hardware" checkbox was removed.

Figure 6: Releasing a process ticket

Once released, the process of creating the subtickets is triggered. On the overview page, these subtickets are shown with their states below the article

Figure 7: Process ticket overview after release

After processing the subtickets, the process can be completed. In our example, this is done manually. It is also possible to configure the process so that it is closed as soon as all associated subtickets are closed.

Go back

[((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".

Read more …

[((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.

Read more …

[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.

Read more …

[((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.

Read more …

[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).

Read more …