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Customer User Self-Administration
In past articles we’ve talked about process management and web services. Combining these two can make for interesting new features, without the need for new development. For example, OTRS doesn’t offer...
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Mail (Request) Forwarding à la Post Office
Sometimes spring cleaning just isn’t enough. You’ve changed the wallpaper, painted the fence, but it’s just not doing it. Moving is a happy-sad event, and it’s not always easy. Questions that may arise...
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Running OTRS on FreeBSD
FreeBSD is an open source UNIX®-like operating system that runs on several platforms. It is available free-of-charge to companies around the world under the standard BSD license. This means that...
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You can delegate authority but not accountability.
Rowing is a good sport which shows the relationship between accountability and responsibility. The coxswain (or simply the cox) is the team member who sits in the boat facing the bow, steering the...
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Conform to international standards; use OTRS for Process Management
The Back Story Business Process Model and Notation, BPMN for short, allows you to visualize the process model. A process model, written in BPMN, is an XML file at its heart. This XML format is well...
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Bugzilla Connector: Empower Your Service Center.
Software Support and Bugzilla Software has bugs! This is nothing new. Your service department has to deal with this on a daily basis. When your software development team uses a bug tracking tool, it’s...
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Post ticket events to Slack channels
During my vacation I thought about new integration use cases I can show you. Because I’m also evaluating Phantom at the moment and was invited to join their Slack community, I thought this would be a...
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One of the key features of “STORM powered by OTRS” is automizing daily manual tasks. Some months ago I was with a CERT team and they want to create & update tickets in STORM and afterwards send...
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Fetch CVE data and use them in your processes
As you may have noticed, OTRS Group has launched “STORM powered by OTRS” in the last year, which is used in IT security departments and companies for long time due to the well documented code of OTRS...
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Use travel security information in your travel processes
“STORM powered by OTRS” is used in security departments and companies for long time due to the well documented code of OTRS and a huge background in the CERT area. In one of my recent projects the team...
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Adding IP information to Ticket as new article
In one of my last blog articles I told you how to request IP information from NeutrinoAPI. At the moment this information is only stored in the dynamic field “IPAddressInformation” and is overwritten...
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Check IP information via web service
“STORM powered by OTRS” is used in IT security departments and companies for long time due to the well documented code of OTRS and a huge background in the CERT area. In one of my recent projects the...
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Automatically detect the gender of your customer user
I think everyone of you have asked yourself the question (especially the german OTRS administrators), if it’s possible to automatically detect the gender of your customer users. This might be useful if...
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Use the right language in notifications
In may 2018 I showed you how to detect the language of an email which was sent to OTRS. Now I want to use this information to sent an auto response after ticket creation to the customer user in his...
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Event based ticket movement via web service
Let’s continue with our use case from last week. In part 1 we build the pre-requirement for this web service. For sure this can also be realised with another OTRS built-in functionality called...
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Automatically Detect the Language of Emails
I think everyone of you have asked yourself the question if it’s possible to automatically dispatch tickets into language-specific queues. This might be useful if you have location-based sales...
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Inform Threema contacts about ticket events
From time to time I missed the possibility to inform agents via Threema about ticket events. Last week I had a customer from the cybersecurity sector, who needs the possibility to inform agents via...
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Inform Rocket.Chat users about ticket events
Many of my customers are using Rocket.Chat for their internal team chats. Last week I had a customer, who asked me if it’s possible to get a notification in their Rocket.Chat if there’s a new ticket in...
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HowTo: Connect OTRS with Icinga2 – Part 2
Let’s continue with our Icinga2Connector. Last time I showed you how to create a new host in Icinga2 via API. Today I will show you how to modify hosts. To complete this how-to, you need at first a...
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HowTo: Connect OTRS with Icinga2 – Part 1
I think this might be an interesting use case for you if you have established a Release & Deployment management process in your OTRS system and if you want to create automatical a new host in your...
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