In 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 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 moreThe Back Story Business Process Model and Notation, BPMN for short, allows you to visualize the process model. A process model, written in BPMN, is an XML file at its heart. This XML format is well defined and maintained by…
Read more"STORM powered by OTRS" is used in security departments and companies for a long time due to the well-documented code of OTRS and a huge background in the CERT area. In one of my recent projects, the team wanted to…
Read moreOne of the features of "STORM powered by OTRS" 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 add static…
Read moreI 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…
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 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 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…
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…
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