Sometimes spring cleaning just isn't enough. You've changed the wallpaper and painted the fence, but it's just not doing it. It's time to move, which is a happy-sad event and not always easy. Like moving homes, moving from one version…
Read moreIn 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.…
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 moreLet'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…
Read moreLet'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…
Read moreThe Security Toolbox in OTRS allows to decrypt tickets in the backend and to sign and encrypt the notifications. Based on an already running PGP setup in the OTRS installation the following steps are needed: verify that the web server…
Read moreOne 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 without having to…
Read moreOTRS 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 best known filters are the "Match Filters" which…
Read moreSometimes it can be useful to change priority colors. Changing the framework files is not recommended, but changes can be added in additional .css files. For this you have to find the .css file where the colors are defined: The .css…
Read moreGiovanni, who uses OTRS in his security team wrote a nice article in his blog: Thanks for the great work Giovanni :-)
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