tenfold OTRS Plugin

OTRS (Open Technology Real Services, formerly Open Ticket Request System) is a wide-spread open source request tracking system. IT departments use it to manage all sorts of requests (disturbances, change requests, information requests) in helpdesk units.

Background

In tenfold, there are sometimes scenarios where it could be useful, or even necessary, to delegate certain manual jobs that are part of a workflow to a ticket system. For example:

  • If an application requires a specific task to be performed (e.g. create new user account or assign access right), but it is not possible to automate this task using another plugin. This may be the case if said application does not provide an API or if developing the necessary plugin is simply too complex or time-consuming and/or costly.
  • If a non-automatable request is generated in tenfold. This could be a request for a hardware component or any other type of asset.

Benefits

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 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 their statuses, based on the ticket number, and automatically closes the request when the OTRS ticket has been closed by the operator.

Features

  • Use of OTRS standard interface (Generic Connector) via SOAP web services.
  • Secure connection via HTTPS and authentication through service user
  • Create tickets
    • 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.
  • Periodical status checks
    • 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.

Note: 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” below).

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

Required License

tenfold configuration in OTRS

tenfold user interface with OTRS

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It has never been easier to manage and keep track of your users and their access rights in one centralized software. Administrators, managers and your company as a whole will benefit from tenfold, as it provides a transparent overview of all access rights. tenfold can help you comply with standards, like ISO 27000, BSI, etc., and offers worthwhile functions for managing users and access rights.

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