Recently a customer had a very interesting issue which he needed to be solved. For external visitors they provide a free WIFI protected by an WPA key. They created some scripts to generate the key and distribute it to the…
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Dear Readers, A very old, and mostly abandoned view on documentation or better yet product usage is RTFM. That is all good, in my opinion, but what does the F'n manual tell me? If I look at a man page,…
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This post has been moved to the OTRS FAQ at http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=14&ItemID=376
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OTRS ITSM is a suite of modules that adds ITIL functionality to OTRS Help Desk. This may confuse some, as there is no full-version of OTRS ITSM for download. So, here is a short blog about installing OTRS ITSM.In this…
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The OTRS Group was planning a release party for the beta version of OTRS Help Desk 3, when all of a sudden I was injured and could not manage the party. At this point things looking very desperate. The party…
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As OTRS is intended to be an audit proof system, deleting closed tickets is not a good idea. Therefore we implemented in OTRS 3.0 a feature that allows you to archive tickets. Actually this means that tickets that match certain…
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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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A question asked by my customers quite often is: "How can we create a reoccuring ticket for tasks like checking the backup?" As there was no solution inside of the OTRS Framework yet my answer was: "Sorry, you have to…
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You all know the need of our agents to have Ticket-Template-Buttons in Phone and Email View. This is of course not as good as it could be, because you need to modify standard *.dtl files. Therefore you actually need to…
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One of those situations - you've sent an email to a customer, put the ticket to "pending reminder" and promptly receive an reply "I'm currently out of the office but will return to you as soon as possible"... If you…
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