tenfold OTRS Plugin · tenfold OTRS Plugin OTRS (Open Technology Real Services; formerly Open...
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tenfold OTRS Plugin OTRS (Open Technology Real Services; formerly Open Ticket Request System) is a widely spread open source request- tracking system. IT departments use it to administer all types of requests (disturbances, change requests, information requests) in helpdesk units. In tenfold, it is sometimes practical or even necessary to delegate certain manual tasks (which are part of a workflow) to a ticket system. For instance, if: • an application requires a specific task (e.g. create new user account or assign permission), but it is not possible to automate this task using a plugin. This may be the case if said application does not provide an API or if developing the necessary plugin would simply be too complex, time-consuming and/or costly. • a non-automatable request is generated in tenfold. This might be a request for a hardware component or any other type of asset. Although the OTRS plugin is unable to provide the requested resource (system, permissions or asset) automatically, it will create a ticket instructing the helpdesk to carry out the required task. With each new ticket, tenfold records the OTRS ticket number in the tenfold database. This has the following advantages: • The process is consistently documented. This is extremely useful for audits later on, because requests and workflows are linked to the documentation of the manual adaptations in the OTRS. • No more media disruptions and no duplicate entries. tenfold regularly checks their statuses, based on the ticket number, and automatically closes the request when the OTRS ticket has been closed by the operator. • Ticket texts can be saved as templates in tenfold. These placeholders are automatically replaced in the same way that templates in the tenfold e-mail notification plugin are replaced • If several resources are requested at once, it is possible to group them so that only one ticket for all resources is needed, instead of one ticket for each separate resource. Periodical status checks • All statuses of tickets created by tenfold are checked on a regular basis. If the person conducting changes closes the ticket in the OTRS, tenfold automatically closes the request too, which in turn triggers further downstream actions, such as e-mail notifications to users. BENEFITS FEATURES FREE TRIAL WWW.TENFOLD-SECURITY.COM General • Use of OTRS standard interface (Generic Connector) via SOAP web services. • Secure connection via HTTPS and authentication th- rough service user Create tickets
Transcript of tenfold OTRS Plugin · tenfold OTRS Plugin OTRS (Open Technology Real Services; formerly Open...
tenfold OTRS Plugin
OTRS (Open Technology Real Services; formerly Open Ticket Request System) is a widely spread open source request-tracking system. IT departments use it to administer all types of requests (disturbances, change requests, information requests) in helpdesk units.In tenfold, it is sometimes practical or even necessary to delegate certain manual tasks (which are part of a workflow) to a ticket system. For instance, if:
• an application requires a specific task (e.g. create new user account or assign permission), but it is not possible to automate this task using a plugin. This may be the case if said application does not provide an API or if developing the necessary plugin would simply be too complex, time-consuming and/or costly.
• a non-automatable request is generated in tenfold. This might be a request for a hardware component or any other type of asset.
Although the OTRS plugin is unable to provide the requested resource (system, permissions or asset) automatically, it will create a ticket instructing the helpdesk to carry out the required task.
With each new ticket, tenfold records the OTRS ticket number in the tenfold database. This has the following advantages:
• The process is consistently documented. This is extremely useful for audits later on, because requests and workflows are linked to the documentation of the manual adaptations in the OTRS.
• No more media disruptions and no duplicate entries. tenfold regularly checks their statuses, based on the ticket number, and automatically closes the request when the OTRS ticket has been closed by the operator.
• Ticket texts can be saved as templates in tenfold. These placeholders are automatically replaced in the same way that templates in the tenfold e-mail notification plugin are replaced
• If several resources are requested at once, it is possible to group them so that only one ticket for all resources is needed, instead of one ticket for each separate resource.
Periodical status checks
• All statuses of tickets created by tenfold are checked on a regular basis. If the person conducting changes closes the ticket in the OTRS, tenfold automatically closes the request too, which in turn triggers further downstream actions, such as e-mail notifications to users.
BENEFITS
FEATURES
FREE TRIAL www.TENFoLd-SEcURITy.com
General
• Use of OTRS standard interface (Generic Connector) via SOAP web services.
• Secure connection via HTTPS and authentication th-rough service user
Create tickets
tenfold OTRS Plugin
SySTEm REQUIREmENTS
NoTIcE
REQUIREd LIcENSE RELATEd LINKS
• OTRS 4.x or 5.x or 6.x (operating system and OTRS database are not relevant)
• Import of SOAP web services to OTRS (see “Related links“ below)
• Service users with OTRS permissions
Attention: The plugin can not be used to administer user accounts in OTRS itself. To simplify the administration of user accounts, it is recommended to use the Active Directory as an “external backend”, which in turn will allow tenfold to take on the administrative role (see also: “Related links” below).System requirements
API Documentationhttps://doc.otrs.com/doc/manual/ad-min/5.0/en/html/genericinterface.html
Web service import to OTRS:https://doc.otrs.com/doc/manual/admin/5.0/en/html/genericinterface.html#webservice-import
Using “External Backends“ in OTRS:http://doc.otrs.com/doc/manual/admin/stable/en/html/external-backends.html
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