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 moreA 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…
Read moreOTRS uses the CKEditor for editing richtext in tickets, Changes, FAQs and other input fields. Typically customers ask for some features which are not switched on by default. An easy way for creating and editing HTML tables is one of…
Read moreDear 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 mobile apps for customer service."...."With this app, businesses can…
Read moreTo define signatures with agent specific details like role title or mobile number, an OTRS administrator can just add a few lines of SysConfig to provide a new agent preference that can be filled with values by the particular agent…
Read moreOTRS ITSM is a suite of modules that adds ITIL functionality to OTRS Help Desk. This may confuse some, as there is no full-version of OTRS ITSM for download. So, here is a short blog about installing OTRS ITSM.In this…
Read moreA question asked by my customers quite often is: "How can we create a reoccuring ticket for tasks like checking the backup?" As there was no solution inside of the OTRS Framework yet my answer was: "Sorry, you have to…
Read moreYou all know the need of our agents to have Ticket-Template-Buttons in Phone and Email View. This is of course not as good as it could be, because you need to modify standard *.dtl files. Therefore you actually need to…
Read moreOne of those situations - you've sent an email to a customer, put the ticket to "pending reminder" and promptly receive an reply "I'm currently out of the office but will return to you as soon as possible"... If you…
Read moreThe dashboard finally gains more functionality provided by the community: additional RSS Feeds iFrame Plugin (will be included in 3.0) advanced Message of the day from Response Template (thanks to Tisar from the OTRS Forum) FAQ News (thanks to Tisar…
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