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.

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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.

Google Chrome

To add a new search engine to Chrome, open the Chrome settings. After clicking on search engines → Manage search engines → Add the following mask opens:

Figure 1: Add search engine in Chrome

There are three fields that must be filled in:

   - Name of the search engine
   -  Search abbreviation (for use in the address bar)
   - URL

For ((OTRS)) Community Edition the following URL must be entered: http(s)://<PFAD_ZUM_OTRS>/otrs/index.pl?Action=AgentTicketSearch;Subaction=Search;Fulltext=%s

After saving, the ((OTRS)) Community Edition search is available via the address line. Simply enter the defined search abbreviation followed by the search words in the address line. The result list opens in ((OTRS)) Community Edition.
Firefox

Adding new search engines in Firefox is easier. Just right-click in the desired search field and select "Add a keyword for this search...".

Figure 2: Add search engine in Firefox

Now a name, the location and a keyword are assigned for the search. After saving the search is also available in Firefox via the address line and / or via the separate search box next to the address line.

In the listed cases, the search will list all tickets of the customer, e.g. via "ot Max Mustermann" in the address line.  

This tip is of course also transferable to other browsers. Other search fields can also be added as search engines, such as the ((OTRS)) Community Edition FAQ search or the global search in i-doit.


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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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