OTRS is used in security departments and companies for long time due to the well documented code and some background in the CERT area. In one of my recent projects the team wanted to simplify some of their processes additional…
Read moreThe actual discussion on possible unwanted readers of your mails shows the need to encrypt emails. OTRS has the possibility to sign and encrypt via S/MIME and PGP/GnuPG. For enabling PGP only a few steps are needed. So this post…
Read moreSometimes the basic authentication provided by OTRS via database or LDAP is not enough for securing the access to an application. RFC 4226 describes the generation and usage of one time passwords and two way authentication. To make OTRS using…
Read moreRecently a customer had a very interesting issue which he needed to be solved. For external visitors they provide a free WIFI protected by an WPA key. They created some scripts to generate the key and distribute it to the…
Read moreThis post has been moved to the OTRS FAQ at http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=14&ItemID=376
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 moreAs OTRS is intended to be an audit proof system, deleting closed tickets is not a good idea. Therefore we implemented in OTRS 3.0 a feature that allows you to archive tickets. Actually this means that tickets that match certain…
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 moreThis post is about a customer's request: Hi, maybe you can help me please. :) I have a common queue for all calls, I would like to create an ACL where a specific group can see only tickets for a…
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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