"STORM powered by OTRS" is used in IT 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…
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 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 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 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…
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 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 modify hosts. To complete this how-to, you need at first a running OTRS…
Read moreI think this might be an interesting use case for you if you have established a Release & Deployment management process in your OTRS system and if you want to create automatical a new host in your Icinga2 monitoring system. In…
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