Today I want to share some thoughts with you about the wireframe sketching tool we use in the development compartment here at OTRS. Nearly every time we create a whole new screen (or a series of screens) for the OTRS…
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Dear Readers, With OTRS 3.2 just around the corner, I thought I would write this short post to prove: There are new things on the horizon, and you should come take a look!As the beta 1 version is planned for…
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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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OTRS uses the CKEditor for editing richtext in tickets, Changes, FAQs and other input fields. Typically customers ask for some features which are not switched on by default. An easy way for creating and editing HTML tables is one of…
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Recently I migrated one of our customers to a new platform. Previously they used SUSE Linux; but the company was acquired by a different company and now they wanted to standardize their platforms on Red Hat Enterprise Linux, or RHEL,…
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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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Shawn created a nice video on using the Firefox Plugin Cool Preview for even more productivity with OTRS
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To define signatures with agent specific details like role title or mobile number, an OTRS administrator can just add a few lines of SysConfig to provide a new agent preference that can be filled with values by the particular agent…
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