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 the gender is missing in your customer user…
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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 send an auto-response after ticket creation to the customer user in his language.…
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A user recently complained about the OTRS package manager ability to execute code from packages (CVE-2018-7567). There are good reasons for this (packages install code anyway, required for complex setup routines), but of course, it means that admins better double…
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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 GenericAgent, but do you really want to build…
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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 departments/support departments a.s.o. So keep on reading, because I want to…
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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 Threema. Because I really like this…
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When we started doing research on how to rebuild the entire user experience of the OTRS customer interface, we very soon recognized that it wouldn't be enough to just put a new design on the existing structures. More than that,…
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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 OTRS. I call…
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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 delete hosts, if they're retired. To complete this how-to, you need at first…
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Dear OTRS Users, With this article, we want to share important changes about the OTRS Open Source Strategy with the community and answer any questions you may have. The year 2018 continues to be an exciting one for OTRS. Launched in 2001 as…
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