Mês: agosto 2015

Existem algumas aplicações de terceiros para integração mobile com a ferramenta, você pode encontrar no Play Store ou na Apple Store.

Porém para Android essas aplicações não são mantidas oficialmente pela OTRS Group, agora na versão 5 a Interface da ferramenta já tem preparada pra ser acessada por outros devices.

Abaixo algumas imagens de como ficou a interface.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Abs.

 

Para quem usa o OTRS, sabe a utilidade das linhas de comandos que podem ser usadas com os scripts da pasta /opt/otrs/bin/  até a versão 4 por padrão haviam os seguintes comandos.

otrs.AddCustomer2Group.pl
otrs.AddCustomerUser.pl
otrs.AddGroup.pl
otrs.AddQueue2StdTemplate.pl
otrs.AddQueue.pl
otrs.AddRole2Group.pl
otrs.AddRole.pl
otrs.AddService.pl
otrs.AddSystemAddress.pl
otrs.AddTicketType.pl
otrs.AddUser2Group.pl
otrs.AddUser2Role.pl
otrs.AddUser.pl
otrs.ArticleStorageSwitch.pl
otrs.CacheBenchmark.pl
otrs.CheckCloudServices.pl
otrs.CheckDB.pl
otrs.CheckModules.pl
otrs.CheckSum.pl
otrs.CleanTicketArchive.pl
otrs.CleanTicketIndex.pl
otrs.CleanUp.pl
otrs.CleanupTicketMetadata.pl
otrs.CreateApacheStartupFile.pl
otrs.CreateAUTHORS.pl
otrs.CreateTranslationFile.pl
otrs.Cron4Win32.pl
otrs.CryptPassword.pl
otrs.DeleteCache.pl
otrs.DeleteSessionIDs.pl
otrs.ExecuteDatabaseXML.pl
otrs.FAQImport.pl
otrs.FillDB.pl
otrs.GenerateDashboardStats.pl
otrs.GenerateStats.pl
otrs.GenericAgent.pl
otrs.GenericInterfaceDebugRead.pl
otrs.GetConfig.pl
otrs.GetTicketThread.pl
otrs.ImportACLsFromConfig.pl
otrs.LoaderCache.pl
otrs.MarkTicketAsSeen.pl
otrs.MigrateDTLtoTT.pl
otrs.MySQLInnoDBSwitch.pl
otrs.PackageManager.pl
otrs.PendingJobs.pl
otrs.PostMasterClient.pl
otrs.PostMasterDaemon.pl
otrs.PostMasterMailbox.pl
otrs.PostMaster.pl
otrs.RebuildConfig.pl
otrs.RebuildEscalationIndex.pl
otrs.RebuildFulltextIndex.pl
otrs.RebuildTicketIndex.pl
otrs.RefreshSMIMEKeys.pl
otrs.RegistrationUpdate.pl
otrs.ReprocessMails.pl
otrs.Scheduler4winInstaller.pl
otrs.Scheduler4win.pl
otrs.Scheduler.pl
otrs.SetPassword.pl
otrs.SetPermissions.pl
otrs.SupportBundle.pl
otrs.Teste.sh
otrs.TicketDelete.pl
otrs.UnitTest.pl
otrs.UnlockTickets.pl
otrs.WebServer4win.pl
otrs.WebServerInstaller.pl
otrs.WebserviceConfig.pl
otrs.xml2sql.pl

Na versão 5 as maneiras que os comandos são executados foram alteradas, então por exemplo se você precisar adicionar um novo grupo na versão 4 usaria o comando

/opt/otrs/bin/otrs.AddGroup.pl -n “MeuGrupo”

Já na versão 5

./otrs.Console.pl Admin::Group::Add –name MeuGrupo

Porém é obrigatório estar logado com o usuário OTRS então su – otrs antes de rodar o comando.

Lista de comandos disponíveis.

Admin
Admin::Article::StorageSwitch Migrate article files from one storage backend to another on the fly.
Admin::CustomerUser::Add Add a customer user.
Admin::CustomerUser::SetPassword Updates the password for a customer user.
Admin::Group::Add Create a new group.
Admin::Group::CustomerLink Connect a customer user to a group.
Admin::Group::RoleLink Connect a role to a group.
Admin::Group::UserLink Connect a user to a group.
Admin::Package::Export Export the contents of an OTRS package to a directory.
Admin::Package::FileSearch Find a file in an installed OTRS package.
Admin::Package::Install Install an OTRS package.
Admin::Package::List List all installed OTRS packages.
Admin::Package::ListInstalledFiles List all installed OTRS package files.
Admin::Package::Reinstall Reinstall an OTRS package.
Admin::Package::ReinstallAll Reinstall all OTRS packages that are not correctly deployed.
Admin::Package::RepositoryList List all known OTRS package repsitories.
Admin::Package::Uninstall Uninstall an OTRS package.
Admin::Package::Upgrade Upgrade an OTRS package.
Admin::Queue::Add Create a new queue.
Admin::Role::Add Create a new role.
Admin::Role::UserLink Connect a user to a role.
Admin::Service::Add Add new service.
Admin::StandardTemplate::QueueLink Link a template to a queue.
Admin::SystemAddress::Add Add new system address.
Admin::TicketType::Add Add new ticket type.
Admin::User::Add Add a user.
Admin::User::SetPassword Updates the password for an agent.
Admin::WebService::Add Create a new web service.
Admin::WebService::Delete Delete an existing web service.
Admin::WebService::Dump Print a web service configuration (in YAML format) into a file.
Admin::WebService::List List all web services.
Admin::WebService::Update Update an existing web service.
Dev
Dev::Code::ContributorsListUpdate Update the list of contributors based on git commit information.
Dev::Code::Generate::ConsoleCommand Generate a console command skeleton.
Dev::Package::Build Create an OTRS package (opm) file from an OTRS package source (sopm) file.
Dev::Package::RepositoryIndex Generate an index file (otrs.xml) for an OTRS package repository.
Dev::Tools::CacheBenchmark Runs a benchmark over the available cache backends.
Dev::Tools::ConsoleStats Print some statistics about available console commands.
Dev::Tools::RPMSpecGenerate Generate RPM spec files.
Dev::Tools::TranslationsUpdate Update the OTRS translation files.
Dev::Tools::Database::RandomDataInsert Insert random data into the OTRS database for testing purposes.
Dev::Tools::Database::XML2SQL Convert OTRS database XML to SQL.
Dev::Tools::Database::XMLExecute Convert an OTRS database XML file to SQL and execute it in the current database.
Dev::Tools::Migrate::DTL2TT Migrate DTL files to Template::Toolkit.
Dev::UnitTest::Run Executes unit tests.
Maint
Maint::Cache::Delete Deletes cache files created by OTRS.
Maint::CloudServices::ConnectionCheck Check OTRS cloud services connectivity.
Maint::Config::Dump Dump configuration settings.
Maint::Config::Rebuild Rebuild the default configuration of OTRS.
Maint::Daemon::List List available daemons.
Maint::Daemon::Summary Shows a summary of one or all daemon modules.
Maint::Database::Check Check OTRS database connectivity.
Maint::Database::PasswordCrypt Makes a database password unreadable for inclusion in Kernel/Config.pm.
Maint::Database::MySQL::InnoDBMigration Converts all MySQL database tables to InnoDB.
Maint::GenericAgent::Run Run all generic agent jobs from a configuration file.
Maint::Loader::CacheCleanup Cleanup the CSS/JS loader cache.
Maint::Loader::CacheGenerate Generate the CSS/JS loader cache.
Maint::OTRSBusiness::AvailabilityCheck Checks if OTRS Business Solution™ is available for current system.
Maint::OTRSBusiness::EntitlementCheck Check the OTRS Business Solution™ is entitled for this system.
Maint::PostMaster::MailAccountFetch Fetch incoming emails from configured mail accounts.
Maint::PostMaster::Read Read incoming email from STDIN.
Maint::PostMaster::SpoolMailsReprocess Reprocess mails from spool directory that could not be imported in the first place.
Maint::Registration::UpdateSend Send an OTRS system registration update to OTRS Group.
Maint::SMIME::KeysRefresh Normalize SMIME private secrets and rename all certificates to the correct hash.
Maint::Session::DeleteAll Delete all sessions.
Maint::Session::DeleteExpired Delete expired sessions.
Maint::Session::ListAll List all sessions.
Maint::Session::ListExpired List expired sessions.
Maint::Stats::Generate Generate (and send, optional) statistics which have been configured previously in the OTRS statistics module.
Maint::Stats::Dashboard::Generate Generate statistics widgets for the dashboard.
Maint::SupportBundle::Generate Generate a support bundle for this system.
Maint::SupportData::CollectAsynchronous Collects certain support data asynchronously.
Maint::Ticket::ArchiveCleanup Deletes ticket/article seen flags and ticket watcher entries for archived tickets.
Maint::Ticket::Delete Delete one or more tickets.
Maint::Ticket::Dump Prints a ticket and its articles to the console.
Maint::Ticket::EscalationCheck Triggers ticket escalation events and notification events for escalation.
Maint::Ticket::EscalationIndexRebuild Completely rebuild the ticket escalation index.
Maint::Ticket::FulltextIndexRebuild Completely rebuild the article search index.
Maint::Ticket::InvalidUserCleanup Deletes ticket/article seen flags and ticket watcher entries of users which have been invalid for more than a month.
Maint::Ticket::PendingCheck Process pending tickets that are past their pending time and send pending reminders.
Maint::Ticket::QueueIndexCleanup Cleanup unneeded entries from StaticDB queue index.
Maint::Ticket::QueueIndexRebuild Rebuild the ticket index for AgentTicketQueue.
Maint::Ticket::RestoreFromArchive Restore non-closed tickets from the ticket archive.
Maint::Ticket::UnlockAll Unlock all tickets by force.
Maint::Ticket::UnlockTicket Unlock a single ticket by force.
Maint::Ticket::UnlockTimeout Unlock tickets that are past their unlock timeout.

 

Testem… ficou bem interessante.

 

Abs.

Pessoal, acabou de sair a versão beta do OTRS 5, no site oficial já é possível baixar.

As lista completa com as novidades estão abaixo.

What’s New

1. PRODUCTIVITY

• OTRS is now optimized for use on different types and sizes of mobile devices.

• Single-select and multi-select input fields have been modernized and provide advanced searching and filtering capabilities (thanks to Dusan Vuckovic at Mühlbauer).
• Images can now be added/uploaded to the WYSIWYG editor using Copy&Paste and Drag&Drop from anywhere outside the application (in all browsers, without additional Add-On).
• Improved ticket notification system. It is now possible to configure own ticket notifications with own trigger conditions and recipients. With OTRS Business Solution™, notifications can also be delivered via SMS and/or Notification Web View. The latter is a special screen in OTRS that holds all notifications of the agent; with this OTRS can be used entirely without an email client.

• Statistics received a new graphical user interface which is much better accessible and helps to create great statistics quickly and easily.
  • Additionally, statistics support the new time periods “quarter” and “half-year”

  

  

• It is now possible to group action menu items in the ticket zoom screen. Less often used items can be grouped in a submenu, improving screen usage and clarity.
• Ticket overviews can now display customer company data, thanks to Renée Bäcker.
• The ticket process TransitionAction “TicketCreate” can now create tickets without articles.

2. SCALABILITY & PERFORMANCE

• The new OTRS Daemon handles all asynchronous and periodic tasks and replaces all previous OTRS cron jobs. In a clustered environment the load is automatically distributed over the nodes.
• It is now possible to specify multiple readonly mirror (slave) databases for expensive computations such as statistics or fulltext searches to distribute the load among these database servers.

3. SECURITY

• A new two-factor authentication layer allows added login security.
  • If entering a fixed username and password doesn’t satisfy your requirements, you can now additionally use the open standard for time based one-time passwords (RfC 6238, also known as Google Authenticator).
  • After having enabled the two-factor authentication, agents and customers can add a shared secret to their preferences and immediately start logging in using one-time passwords created by a compatible method of their choice (e.g. the Android Google Authenticator app).

4. WORKING WITH EXTERNAL SYSTEMS

• A new XSLT based GenericInterface mapping module allows for arbitrarily complex user-defined data mapping.

5. INSTALLATION & ADMINISTRATION

• The new OTRS console makes working on the commandline easy and fun. All commands have a consistent interface, useful documentation and provide helpful colored output.
• Administrators can now specify a minimum log level to reduce logging volume, thanks to Renée Bäcker.
• Overview screens in the admin area now show invalid entities in gray, making it easy to focus on active elements.

6. DEVELOPMENT

• New powerful template engine based on Template::Toolkit.
• A central object manager makes creating and using global objects much easier (thanks to Moritz Lenz @ noris network).
• The OPM package format was extended to signal that a package has been merged into another package, allowing the package manager to correctly handle this situation on package installation or update.
• Caching was centralized in one global cache object which also performs in-memory caching for all data.
• Added cache benchmark script, thanks to ib.pl.

Fonte: http://www.otrs.com/release-notes-otrs-5-beta1/