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.
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[((OTRS)) Community Edition] Using the FAQ
For useful tips or frequently occurring problems it can be helpful to create a FAQ entry in ((OTRS)) Community Edition. This means that all agents have access to the knowledge and can process tickets more quickly.
FAQ articles can (and should) be divided into categories. These can be mapped in a parent-child structure. You can define which agent groups are allowed to access articles within categories. The configuration can be found under "FAQ -> Categories - Administration":
A new article is created under "FAQ -> New". A title and the corresponding category must be entered. In addition, keywords can be assigned to the article in order to find this entry more quickly later. Under "Status" you can define who is allowed to read this article. A distinction is made between three access authorizations:
Internal (Agent): Only logged in agents can see the entry
External (customer): Registered customers in the customer portal can also see the article
Public (All): The article is visible for everyone without registration (<OTRS-URL>/public.pl)
Symptom", "Problem", "Solution" and "Comment" can be entered in the text boxes. The boxes support the well-known editor functions (e.g. coloring, embedding images, links):
After creation, the article is available to other agents or customers. This entry can now be used for ticket processing.
Below is a short example for "Outgoing e-mail". Under "Options" you can select FAQ articles. A mask with the existing FAQ categories and the corresponding articles opens. With a large FAQ, the search can be used to find the desired article more quickly. A click on the desired result opens the corresponding article and you can choose whether the entire article, the public link or both should be inserted into the reply mask. The prefabricated answer can then be edited further.
A well-structured FAQ can speed up the processing process for the agents. When the customer portal is used, the customers also benefit and in the best case a ticket is not even opened.
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.