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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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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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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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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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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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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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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...
View ArticleSend E-Mails via Web Service
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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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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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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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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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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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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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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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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