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DC in July, Oh Boy!
On The Road Services Stories of the OTRS Consultant Road Warriors Dateline: Washington DC July 2010 Rob Donath/Francisco “Paco” Cruz Project Scope: 2 day deployment update and training on OTRS for a...
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State machines for tickets via ACL
State machines for tickets via ACL Some of you may already know OTRS::ITSM 2.0 and the brand-new Change Management which contains 2 state machines – one for the change itself and a second for the work...
View ArticleWhy Change Management is needed…
Some days ago I found a quite interesting article on Change Management. But there is a better way than to work with Templates for Word or Excel is to use a Change Management System like the Change...
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Proof of concept – visualizing the CMDB
Situation Imagine a nicely built CMDB with a lot of interconnected items. You can follow the links manually in your browser but sometimes you get a better hold on information and structures by...
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Using one time passwords for securing login
Sometimes the basic authentication provided by OTRS via database or LDAP is not enough for securing the access to an application. RFC 4226 describes the generation and usage of one time passwords and...
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Working with Abuse Response Format E-Mails
OTRS is well known for its powerful E-Mail filters. Also OTRS is used a lot in abuse departments, NOCs and CERTs. Some years ago a messages format, called Abuse Response Format – ARF was designed to...
View ArticleOTRS App in the top 8 mobile service desk apps
Dear Readers, Software Advice recently posted their favorites for customer service on the go. Software Advice stated: “A recent report from Call Center Times showed that 78 percent of consumers use...
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Easy ticket creation via Generic Interface
In OTRS 3.1 the Generic Interface was introduced to ease the way of ticket creation via webservices. The interface has a wide variety of possibilities for developers like acting as a invoker, a...
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Request Handling in security departments
OTRS is used in security departments and companies for long time due to the well documented code and some background in the CERT area. In one of my recent projects the team wanted to simplify some of...
View ArticleConfigure OTRS to process multiple tickets in the email Subject
Giovanni, who uses OTRS in his security team wrote a nice article in his blog: Thanks for the great work Giovanni :-)
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How to connect OTRS with JIRA
With the new OTRS Business Solution™ 5s you have the possibility to create and update issues in JIRA using the JIRAConnector. The following article will explain how to configure this JIRAConnector....
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Using PostMaster filters on raw emails
OTRS has a deep background on handling emails. One of the most powerful tools integrated is the ability to analyze incoming emails and even fetch data to different fields of a ticket. The most known...
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State machines for tickets via ACL
State machines for tickets via ACL Some of you may already know OTRS::ITSM 2.0 and the brand-new Change Management which contains 2 state machines – one for the change itself and a second for the work...
View ArticleClik here to view.
Proof of concept – visualizing the CMDB
Situation Imagine a nicely built CMDB with a lot of interconnected items. You can follow the links manually in your browser but sometimes you get a better hold on information and structures by...
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Checking IP reputation via Information Floater
One of the features of the OTRS 5s Security Toolbox is the information floater which allows to search for patterns in an article of a ticket. The feature was designed to enrich the content of a ticket...
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How to connect OTRS with PagerDuty
With the OTRS Business Solution™ 5s you have the possibility to create, acknowledge and resolve incidents in PagerDuty. The following article will explain how to configure the PagerDutyConnector to...
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How to connect OTRS with Redmine
With the OTRS Business Solution™ 5s you have the possibility to connect OTRS with Redmine. The following article will explain how to configure the RedmineConnector to establish a connection between...
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How to connect OTRS with Zendesk
With the OTRS Business Solution™ 5s you have the possibility to connect OTRS with Zendesk. The following article will explain how to configure the ZendeskConnector to establish a connection between...
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How to connect OTRS with the OTRS CMDB
With the OTRS Business Solution™ 5s you have the possibility to connect OTRS with the internal CMDB e.g.: if you have a process in OTRS where something is ordered and should be transmitted to the OTRS...
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How to connect OTRS with ServiceNOW
With the OTRS Business Solution™ 5s, you have the possibility to connect OTRS with ServiceNOW. The following article will explain how to configure the SNOWConnector to establish a connection between...
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