You can delegate authority but not accountability.

Shawn Beasley08.04.2019 | 0 | Best PracticesMiscellaneousModifications & PackagesUse cases

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 boat, and coordinating the power and rhythm of…

Read more

Conform to international standards; use OTRS for Process Management

Shawn Beasley04.02.2019 | 2 | Best PracticesConsultingUse casesUser Experience

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 defined and maintained by…

Read more

Bugzilla Connector: Empower Your Service Center.

Shawn Beasley29.01.2019 | 0 | ConsultingUse cases

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 could very likely be Bugzilla. When…

Read more

Post Ticket Events to Slack Channels

Robert Ullrich19.09.2018 | 4 | Case studyConsultingCyber SecurityUse cases

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 nice use case. So…

Read more

Send E-Mails via Web Service

Robert Ullrich03.09.2018 | 4 | ConsultingCyber SecurityUse cases

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 emails to the recipients.…

Read more

Fetch CVE Data and Use Them in Your Processes

Robert Ullrich22.08.2018 | 0 | ConsultingCyber SecurityUse cases

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 a long time due to the well-documented code of OTRS and a huge…

Read more

Use Travel Security Information in Your Travel Processes

Robert Ullrich14.08.2018 | 0 | Best PracticesConsultingCyber SecurityUse cases

"STORM powered by OTRS" is used in security departments and companies for a 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 wanted to…

Read more

Displaying Geo Coordinates via Information Floater

Robert Ullrich08.08.2018 | 1 | Best PracticesConsultingCyber Security

One of the features of "STORM powered by OTRS" 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 without having to add static…

Read more

Adding IP Information to Ticket as New Article

Robert Ullrich02.08.2018 | 0 | ConsultingCyber SecurityUse cases

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 every time when you change the dynamic…

Read more

Check IP Information via Web Service

Robert Ullrich31.07.2018 | 0 | Case studyConsultingCyber SecurityUse cases

"STORM powered by OTRS" is used in IT security departments and companies for a 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 wanted…

Read more
  Newer Older  

Disclaimer

The practical examples presented in our technical blog (blog.otrs.com) and now in the expert category in our FAQ blog section serve as a source of ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes even for more exotic configurations. All configurations presented here were developed under laboratory conditions as a proof of concept.

We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.

Recent posts

  • OTRS Tech Topics Are Moving
  • OTRS Translations Are Moving
  • 10 Steps to Process Design Preparation for OTRS Process Management.
  • Customer User Self-Administration
  • Security by Design in OTRS 8

Recent comments

  • Jens Bothe on Send E-Mails via Web Service
  • Zhamila on Send E-Mails via Web Service
  • Jens Bothe on Send E-Mails via Web Service
  • Zhamila on Send E-Mails via Web Service
  • Jens Bothe on OTRS 3.0 Ticket Templates

Categories

  • Administration 23
  • Best Practices 25
  • Case study 5
  • Consulting 44
  • Cyber Security 11
  • Development 40
  • Miscellaneous 45
  • Modifications & Packages 12
  • Use cases 42
  • User Experience 2
2023 OTRS AG | Legal notice | Contact us