“May makes all new" is a common saying. Now it’s May, and we will switch our tech topics to a new location — the OTRSmag. Here, we have published a lot of tips and expert knowledge concerning OTRS 7, but…
Read moreAfter working with Transifex for several years, OTRS translations have moved to a new application: weblate. It is a free, self-hosted open source application that gives us more possibilities and makes the life of translators even easier. Please find the…
Read moreIn life, preparation is everything. When preparing to automate (orchestrate) tasks in OTRS, the main work is not in programming the process module to do what you desire, but it is in the preparation. With good preparation, designing processes to…
Read moreBPMN 2.0 differentiates between an embedded subprocess and a call activity. From a conceptual point of view, both will initiate a subprocess when process execution arrives at the activity. The difference is that the call activity references a process that…
Read moreOTRS has offered an external API since OTRS 7. This API, however, does not cover administrator actions. Many users may remember, in older versions, there was an RPC interface via the rpc.pl script. This has gone away. Fortunately, one little…
Read moreOTRS, as a glue-ware, offers you the flexibility to maintain service-relevant information anywhere. Retrieval of the information, and providing service request-related data to third parties, is simple. A web service, known as the Generic Interface, has been the answer to…
Read moreRowing 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 moreI 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…
Read moreFrom 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…
Read moreMany 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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