This post is about a customer's request: Hi, maybe you can help me please. :) I have a common queue for all calls, I would like to create an ACL where a specific group can see only tickets for a…
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Some days ago I found a quite interesting article on Change Management. But there is a better way than to work with Templates for Word or Excel is to use a Change Management System like the Change Management Module of OTRS::ITSM. Right…
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The dashboard finally gains more functionality provided by the community: additional RSS Feeds iFrame Plugin (will be included in 3.0) advanced Message of the day from Response Template (thanks to Tisar from the OTRS Forum) FAQ News (thanks to Tisar…
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State machines for tickets via ACL Some of you may already know OTRS::ITSM 2.0 and the brand-new Change Management which contains 2 state machines - one for the change itself and a second for the work orders. Well, a customer…
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Situation Running multiple OTRS instances on 1 host is interesting and possible when using the so-called CGI mode. This means OTRS is compiled by the webserver each time you perform a task like sending an email, calling the Dashboard etc.…
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Additional to the described way in the article "additional RSS feed in the dashboard" there is a much more convient way via SysConfig: Framework -> Frontend::Agent::Dashboard To get the additional feeds you have to provide some special configuration to the…
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The OTRS Dashboard can show external pictures already. The backport of the Dashboard IFrame Plugin from the upcoming version 3.0 could be used to display a complete webpage or other content like a flashplayer. So you could use it to…
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The OTRS dashboard can be extended quite easy. Some of the existing widgets can be used more then once. An easy example is an additional RSS feed. The "Heise Newsticker" should be displayed below the OTRS.org newsfeed in the dashboard.…
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Dear Reader, Thanks for taking the time to read this article! One of the first things an admin is confronted with when choosing OTRS is the Sysconfig menu of the Admin Section. For an admin of previous versions, < 2.0,…
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Now the complete script for the "Hot Potatoes" jb$ ./rpc_getmove-hot-potatoe.pl -m 6 NOTICE: Ticket#2010010610000011 (4) - number of used Queues: 8 - Limit: 6 The option -m defines the max. number of allowed Queues. If the number of used Queues…
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