OTRS Plugin




Background

In tenfold, there are situations in which it is advisable or even necessary to outsource manual tasks that are part of the workflow to a ticket system. Examples of such situations include:

  • A certain task must be completed in an application (e.g. new user account or permission assignment), but it is not possible to automate this task using a plugin. This might occur when the application does not provide an API or if developing the necessary plugin is too complex, too time-consuming and/or too costly.

  • A non-automatable request is generated in tenfold. This could be a request for a hardware component or any other type of asset.


Required License

System Requirements

  • 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

Related links





Advantages

With the OTRS plugin, you can enter manual tasks in tenfold as tickets in OTRS. Processes that cannot be automated via another plugin are modeled in this way. The ticket number is stored as a reference in tenfold. As soon as the ticket or modification has been closed in OTRS, the task in tenfold is also closed.

This is useful because:

  • The process is consistently documented. This is extremely beneficial to audits 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 the status according to the ticket number and automatically closes the request when the OTRS ticket has been closed by the operator.



tenfold configuration in OTRS

tenfold user interface with OTRS



Features

  • Ticket texts can be saved in the form of templates in tenfold. These placeholders are replaced automatically, much like templates in the tenfold e-mail notification plugin.
  • If several resources are requested at the same time, it is possible to group them so that only one ticket is generated for all.
  • The statuses of all tickets created by tenfold is checked regularly. If the agent closes the ticket in OTRS, the request is automatically closed in tenfold. This also triggers subsequent steps, such as e-mail notifications to users.
  • The plugin does not currently support the administration of user accounts in OTRS itself. For easier management of user accounts, we recommend using Active Directory as an “external backend”, which enables management via tenfold (see “Related links”).




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