Development 40
In past articles we've talked about process management and web services. Combining these two can make for interesting new features, without the need for new development. For example, OTRS doesn't offer a solution to let customers administer their own customer…
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This blog article explores six significant improvements in the software security of OTRS 8 over previous versions. We'll look at how they affect developers, administrators and users. The principle Security by Design affects different aspects of the OTRS software. It:…
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I 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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Another smaller but very useful new feature in OTRS 6 is the possibility, to update all installed packages via the OTRS Package Manager. You may have recognized the new button in one of our beta versions. After you clicked on…
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Some time ago I wrote a blog article about the "new system configuration" in OTRS 6. With the OTRS Business Solution™ 6, we'll release an improvement for our customers. This improvement will introduce a versioning system for the new system…
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One of my favorite new features in the OTRS Business Solution™ 6, is the new DynamicFieldWebservice. This new dynamic field allows using data from remote systems as values of DynamicFields. The benefit is a faster implementation without custom programming for…
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Another nice new feature of the OTRS Business Solution™ 6 is the new SMS communication channel. You have the possibility to create an "SMS ticket", which will send your ticket article as a text message. This functionality works for one or…
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In OTRS 6 we've also redesigned the "Admin Interface". Now it's presented with a fresh new design with some nice additional features. If you move your mouse on a specific setting, you have the possibility to set this setting as…
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One of the biggest new features in OTRS 6 is the totally renewed "System Configuration" (SysConfig). On the new start screen you can search directly for a specific config setting (e.g.: CheckMXRecord) or you navigate throw the tree structure on…
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Today I will present you the improved agent preferences in OTRS 6. In older OTRS versions the agent preferences consisted only of one table with 3 columns. Now we modernized them. If you go to your "Agent Preferences" you'll see at first…
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