Use cases 42
One of the features of the OTRS 5s Security Toolbox 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…
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OTRS has a deep background on handling emails. One of the most powerful tools integrated is the ability to analyze incoming emails and even fetch data to different fields of a ticket. The best known filters are the "Match Filters" which…
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With the new OTRS Business Solution™ 5s you have the possibility to create and update issues in JIRA using the JIRAConnector. The following article will explain how to configure this JIRAConnector. Requirements for the JIRAConnector You are able to connect…
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Giovanni, who uses OTRS in his security team wrote a nice article in his blog: Thanks for the great work Giovanni :-)
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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…
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In OTRS 3.1 the Generic Interface was introduced to ease the way of ticket creation via webservices. The interface has a wide variety of possibilities for developers like acting as a invoker, a scheduler, and a very modular setup which…
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Dear Readers, Software Advice recently posted their favorites for customer service on the go. Software Advice stated: "A recent report from Call Center Times showed that 78 percent of consumers use mobile apps for customer service."...."With this app, businesses can…
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OTRS is well known for its powerful E-Mail filters. Also OTRS is used a lot in abuse departments, NOCs and CERTs. Some years ago a messages format, called Abuse Response Format - ARF was designed to help to automate data…
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Sometimes 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…
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Situation Imagine a nicely built CMDB with a lot of interconnected items. You can follow the links manually in your browser but sometimes you get a better hold on information and structures by visualizing them. The OTRS CMS is such…
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