Request Handling in security departments

OTRS is used in security departments and companies for long time due to the well documented code and some background in the CERT area.

In one of my recent projects the team wanted to simplify some of their processes additional to the main goals of the implemenation project. We decided to start with the authorization process for taking photos inside their business locations. Until now they had a paper based permission process.

So created a small process within OTRS. Now the customer can request a permission in the customer webinterface or by sending a mail to a special email address.

Process_ticket_-_Ticket_-_OTRSFor starting a process from an email you need to create a postmaster filter which points to the process ID and the activity id of the first activity in this process.

PostMaster_Filters_-_Admin_-_OTRS-2The ticket now shows up the in the Dashboard Calendar

Dashboard_-_OTRSand the agent can go through the authorization

2013121056000115_-_Zoom_-_Ticket_-_OTRS-3New_process_ticket_-_Ticket_-_OTRSThis will trigger an automated email via notification event to the customer

2013121056000124_-_Zoom_-_Ticket_-_OTRSIn the event based notification we can use the OTRS Notification Tags to access the values of the used dynamic fields.

After the photos are taken the user needs to send them to the ticket so an agent can approve or deny the publishing of the photo.

For building this process we need:

  • several dynamic fields as shown below
  • an event based notification on authorized request
  • an event based notification on non authorized request
  • an event based notification on approval or denying the publishing request
  • a process
  • a post master filter as shown on top
  • some ACL rules to make it smooth

Dynamic Fields

Dynamic_Fields_GUI_-_Admin_-_OTRSProcess Config

Process_Management_-_Admin_-_OTRS

The export can be found here (remove the .txt if needed): Export_ProcessEntityID_P5.yml

ACL

Access_Control_Lists__ACL__-_Admin_-_OTRS Access_Control_Lists__ACL__-_Admin_-_OTRS 2You should also add an ACL to remove closed states on sending replies or forwarding.

Small process designs like this one can really increase the acceptance of your system in simple way. Just start to imagine which processes might fit for you!

This entry was posted in OTRS Administration, OTRS Consulting, Use cases and tagged , , , by Jens. Bookmark the permalink.

About Jens

As a manager of technical support for many years, Jens is very experienced in project management and system support Structural planning and implementation of data processing centres, as well as planning and controlling of networks, administration of UNIX/ LINUX – systems, and development of Unix – Shell scripts for system maintenance complete the skill profile of Jens. As a technical oriented senior consultant he knows how to integrate technological know how in his consulting approach and at the same time being transparent and understandable. He’s been working as a trainer for long years, this knowledge about group dynamics and learning processes make his trainings successful, vivid and goal-oriented.

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