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…
Read moreSometimes 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 moreFreeBSD is an open source UNIX®-like operating system that runs on several platforms. It is available free-of-charge to companies around the world under the standard BSD license. This means that companies have the option of distributing work that they've created…
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 moreSoftware Support and Bugzilla Software has bugs! This is nothing new. Your service department has to deal with this on a daily basis. When your software development team uses a bug tracking tool, it's could very likely be Bugzilla. When…
Read moreDuring my vacation, I thought about new integration use cases I can show you. Because I'm also evaluating Phantom at the moment and was invited to join their Slack community, I thought this would be a nice use case. So…
Read moreOne of the key features of "STORM powered by OTRS" is automizing daily manual tasks. Some months ago I was with a CERT team and they want to create & update tickets in STORM and afterwards send emails to the recipients.…
Read moreAs you may have noticed, OTRS Group has launched "STORM powered by OTRS" in the last year, which is used in IT security departments and companies for a long time due to the well-documented code of OTRS and a huge…
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…
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