OTRS Archive | OTRS

Translation Management: Benefits, Use in OTRS, and Context

Tobias Kortas — Thu, 09 Oct 2025 07:54:50 +0000

Translation Management: Benefits, Use in OTRS, and Context

2025-10-09
Tobias Kortas

Using OTRS

Different languages have always posed challenges — in customer service and ITSM just as much as in many other fields. As companies and their customer bases become increasingly international, people from a wide variety of linguistic backgrounds and with different levels of language proficiency must communicate and collaborate.

In the worst case, language barriers can make communication nearly impossible. But even before reaching that point, serious issues can arise. Misunderstandings may occur when one or more people in a conversation are not communicating in their native language — especially when the topic involves complex details or requires deep understanding.

In short: some problems can only be solved through intelligent, system-driven translations. Beyond that, a professional translation management system saves both time and effort.

This article highlights the advantages of a well-designed translation management feature within a ticketing system and explains how OTRS makes handling multiple translations simple and efficient.

Context: Why Effective Translation Management Matters

For international companies, managing language diversity can be a real challenge. They need to ensure multilingual communication and a high level of understanding among employees and customers — while maintaining consistency, which automation can help guarantee.

Speed is also a decisive factor in support environments. Agents must be able to manage requests efficiently and respond correctly right away. When this happens, employees save time and customers enjoy a smoother, more satisfying experience.

Clear, accurate, and well-structured translations provide tangible value on both sides: for employees and for customers. They also help prevent misinterpretations and misunderstandings that can otherwise lead to embarrassing or costly errors.

Even smaller benefits, such as shorter processing and resolution times, translate into lower opportunity costs for companies and better service for customers.

Here are some key takeaways:

Effective translation management is a key element — alongside AI features and automation — of a modern, advanced service management solution.
Translation management is a major advantage of modern OTRS features over the ((OTRS)) Community Edition.
A well-developed translation system provides benefits similar to AI-based summaries: both improve clarity, understanding, and efficiency.

The Advantages of Advanced Translation Management

Fast and accurate translations deliver significant value. When organizations can easily view and manage information in multiple languages, they can communicate clearly and respond to issues quickly and effectively.

This also helps avoid opportunity costs by preventing misunderstandings and dissatisfaction. Poor, incomplete, or missing translations can quickly lead to frustration — both for customers and staff.

Below are the most important advantages of fast, high-quality, and comprehensive translations:

1. Major Time Savings

Being able to create multiple translations quickly and easily greatly reduces time and effort. This is especially valuable for multilingual companies aiming to boost productivity and efficiency. The benefits go beyond time savings — translation quality also remains consistently high.

2. Consistency

Texts and conversations often vary in tone or nuance across languages, especially when translations are not based on a unified foundation. When a system displays multiple languages side by side, the translations stay aligned and consistent. This helps prevent confusion, increases clarity, and saves additional time.

3. Less Repetitive Work

A key feature here is batch creation — generating multiple translations at once. Administrators can create translations for several languages in a single step, eliminating repetitive manual processes and speeding up multilingual content creation.

4. Scalability

Businesses shouldn’t be limited to local markets. To expand into new regions, language barriers must not become obstacles. With the ability to easily add and manage new language versions, companies can scale freely and efficiently.

5. Better User Experience

When translations are easy to create and manage, users benefit the most: they enjoy consistency, clarity, and a clear overview across languages. Any change made in one language is immediately applied to all others, keeping all translations synchronized and up to date — ensuring timely and accurate content across every supported language.

Translation Management in OTRS

In OTRS, administrators can extend their admin interface with the translation management feature, allowing them to create translations easily — without switching between individual language views.

Within the admin area, predefined terms for translations are available. Users can simply select and fill in these terms, or alternatively, define their own manually.

Translations can be generated dynamically via templates or through import functions to provide content in multiple languages. OTRS offers predefined text modules for elements such as brand names, dynamic fields, explanatory notes, or process descriptions. These system terms — meaning the terminology used throughout OTRS — can now be translated consistently and efficiently.

Translations can also include industry-specific terminology. Known system terms can even be customized.

In short, customers can now fully adapt their systems to their preferred professional vocabulary.

Technically, translations are possible for all languages, with around 60 currently available out of the box. Additionally, any user can propose translations through our public portal.

As a result, workflow management for multilingual content becomes significantly easier. Key characteristics include a unified interface for a clear overview, consistent terminology, and the ability to generate multiple translations simultaneously.

Looking Ahead: AI-Based Translations

In the future, OTRS will include AI-powered translation capabilities. This will specifically extend to communication content (such as ticket conversations), allowing for automatic, real-time translation.

This upcoming AI-driven translation service — with all the benefits mentioned above — will bridge language barriers by instantly translating both incoming and outgoing ticket messages into the target language. This ensures smooth, immediate communication across different languages.

Agents will work more efficiently and save time, while customers enjoy consistent, high-quality service in their native language.

Translation Management will streamline workflows without requiring special permissions or technical knowledge. At the same time, the AI service will make communication effortless: all users will be able to read important messages in their own or preferred language.

The service will be available via our AI Credit System.

In addition, OTRS users can take advantage of other powerful AI-based features such as intelligent ticket classification and AI-assisted response generation.

Conclusion: Good Translations Optimize Service

A well-thought-out translation management system is essential for delivering consistent, balanced, and responsive service — or simply for effective communication within international organizations. It’s about more than overcoming language barriers: it’s about ensuring clarity, precision, and true mutual understanding.

Within a ticketing system like OTRS, clear and easy-to-create translations across many languages offer major advantages — from time savings and faster request handling to greater overall clarity that leads to customer satisfaction, and ultimately, stronger loyalty.

Tobias Kortas

Using OTRS

(Lack of) Security of the ((OTRS)) Community Edition

Tobias Kortas — Fri, 12 Sep 2025 07:13:10 +0000

(Lack of) Security of the ((OTRS)) Community Edition

2025-09-12
Tobias Kortas

OTRS Community Edition

The OTRS Group stopped supporting the ((OTRS)) Community Edition (CE) at the end of 2020. Since then, it has not received security updates or patches to fix vulnerabilities.

The free version of the ticket system is still being developed by unauthorized gray market providers. These developments are not authorized by OTRS Group. They are based on an old system that has not had professional security updates for many years.

Many users continue to rely on the ((OTRS)) Community Edition, while ignoring—whether consciously or unconsciously—the dangers behind it. For some, missing updates may sound like a risk they can comfortably accept, but this way of thinking is far removed from reality.

In fact, simply using the ((OTRS)) Community Edition is likely a violation of data protection regulations. The General Data Protection Regulation (GDPR) says software must meet the latest security standards. This is clearly not true for CE. It’s more than five years out of date.

The Relevance of Security

In general, there is currently an urgent need to implement cybersecurity standards and guidelines. Recent surveys show that only a small number of cybersecurity professionals think their company is ready for security incidents. This is concerning as the number of incidents keeps increasing.

In other words: companies are facing more and more threats, yet remain unprepared for much of what is coming.

Good protection starts with security awareness. It should always be a focus to stop outside threats and protect sensitive data.

Why the Security Situation Is So Concerning

This is the problem with using the OTRS Community Edition: it lacks common protection features. In some cases, there are severe ((OTRS)) Community Edition security vulnerabilities. This leaves a large attack surface. As a result, the ((OTRS)) Community Edition cannot meet security and compliance requirements.

Despite the advantages of open source software, using it is strongly discouraged in this case. The reasons are clear: technological obsolescence, insufficient data protection, and a lack of coordinated, reliable security updates.

Deficits Caused by Using the ((OTRS)) Community Edition

There are several security deficits that arise from using the ((OTRS)) Community Edition. Here are the most important and critical ones:

Unpatched security vulnerabilities: Gaps and weaknesses have not been professionally or reliably fixed for a long time. Even when they are known, that doesn’t mean anyone is actually closing them. In this situation, attackers—who are becoming increasingly sophisticated—have an easier time.
Attack surface for cybercrime: Hackers can compromise the ((OTRS)) Community Edition. The data stored there is not secure and can be spied on or manipulated. In some cases, hackers could even fully take over the system.
GDPR risks: Things get particularly critical when users process personal data with the ((OTRS)) Community Edition. The software and its security measures do not meet current standards.
Using it still breaks the General Data Protection Regulation (GDPR).
This not only risks unauthorized access and data loss but also harms a company’s reputation. It can lead to legal issues, like fines.

In short, companies still using the old ((OTRS)) Community Edition are taking a massive risk.

Neither GDPR-compliant operation nor the protection of sensitive data can be guaranteed. Alongside technical issues, there are also legal uncertainties.

Why Forks Do Not Provide Sufficient Security

Since the OTRS Group left, several independent forks have appeared. These are the gray market providers mentioned earlier. Their work is based on the source code of the ((OTRS)) Community Edition. These projects offer further developments as well as their own security fixes.

Nevertheless, they cannot guarantee the security of the original ((OTRS)) Community Edition, as the following points show:

Individual forks must discover and fix vulnerabilities in OTRS CE on their own. There is no centrally coordinated, reliable security process.
Security updates often appear late.
Different forks develop in different directions (there is no centrally coordinated approach), meaning companies are dependent on finding a sustainable and trustworthy community.

The Key Security Advantages of Modern OTRS

Modern OTRS continuously provides new features, improvements, and advancements, keeping the software solution at a high technological level. In addition, bug fixes and security advisories follow a consistent process.

Customers also benefit from comprehensive service and professional consulting, which address security and compliance along with other important topics.

Users gain access to specialists and experts who leverage years of experience to keep OTRS secure, compliant, and reliable. For this reason, companies with strict security and compliance requirements especially trust OTRS.

In short: organizations should urgently begin the transition to OTRS to avoid security incidents and legal consequences.

Conclusion: Security Deficits Necessitate Change

Security should become a focus before incidents occur. Ignoring it risks severe damage to the business.

With the ((OTRS)) Community Edition, there is no guarantee of adequate security. It exposes its users to high risks—particularly regarding data protection. No official security updates have been implemented for a long time. This makes OTRS CE very vulnerable to serious threats.

The ((OTRS)) Community Edition was once quite popular. Today, however, it must be viewed as highly problematic in terms of security. Technological progress has been significant, making the basis of the Community Edition—OTRS 6—long outdated.

In addition to the new OTRS features and appealing interfaces of the modern OTRS, security aspects are a compelling reason to switch to OTRS immediately. Fair pricing models, simple migration, and comprehensive customer service make the path to significantly improved security straightforward.

Tobias Kortas

OTRS Community Edition

OTRS Features Compared to the ((OTRS)) Community Edition

Tobias Kortas — Tue, 22 Jul 2025 07:11:45 +0000

OTRS Features Compared to the ((OTRS)) Community Edition

2025-07-22
Tobias Kortas

OTRS Community Edition

OTRS continuously delivers new features and enhancements for its users. These go far beyond the basic functions of a ticketing system, creating significant value. Customer-specific requirements and modern focus areas like AI services and automation are key to simplifying work and increasing efficiency.

The ((OTRS)) Community Edition does provide some essential functionality, but it lacks many of the core capabilities expected in a modern service management system. This gap becomes even more apparent in today’s fast-paced tech landscape, where real leaps in productivity and performance matter more than fleeting trends.

This article provides a concise overview of how modern OTRS features make the switch from the ((OTRS)) Community Edition worthwhile.

Key Advantages of the New OTRS Features

Since the ((OTRS)) Community Edition is based on older versions of OTRS and has not been supported by OTRS AG since 2020, it serves as a basic foundation but lacks modern features and critical developments. Only the new managed OTRS provides professional-grade security with regular updates and patches.

Here are the key OTRS functionalities that the ((OTRS)) Community Edition lacks – and the major benefits that come with them:

#1 Workflows and Automation

Process management, web services, and the Generic Agent enable automated workflows and seamless data exchange within OTRS or between OTRS and other systems. This reduces manual effort and increases efficiency.

In the Process Manager, users can simply position activities on the screen and connect them with sequence flows. These flows may require user input or automatically execute tasks such as pushing/pulling data, setting attributes, sending emails, creating articles, or linking tickets.

Thanks to web service support, OTRS can even send data directly to ERP or CRM systems.

#2 Kanban View and Resource Planning

The Kanban view offers clarity, flexibility, and greater efficiency. It can be organized by status, priority, and more. Users can drag and drop tickets between collapsible columns with ease.

The improved OTRS calendar keeps you informed and provides a clear view of all appointments – whether meetings, workshops, or absences. Multiple views allow you to tailor the display to your specific needs.

For example, the resource calendar gives a complete overview of your team’s availability and lets you assign appointments like field service visits to agents via drag and drop.

#3 Translation Management

Our interface supports over 40 languages. Each agent can choose their preferred language in their personalization settings. In the ((OTRS)) Community Edition, custom translations had to be done via command line and required access to the file system.

In contrast, OTRS allows you to add translations directly through the admin interface – no special knowledge or access rights needed. Agents can add translations themselves if required.

#4 Updated User Interface

With customizable widgets, the dashboard offers a comprehensive overview of business objects and statistics. Tickets can be created quickly and dynamically using dropdown menus and input fields.

Depending on the selected input, additional fields appear to collect more information. The external interface functions as a self-service portal for customers and employees, featuring knowledge base articles, updates, and more. The service catalog lets users create process tickets for their requests.

Agents can use the sidebar organizer to create and label lists of tickets, customers, and other business objects. These lists are accessible from any screen.

#5 CMDB Integration with Other Tools

The Configuration Management Database (CMDB) supports asset management by showing relationships between configuration items (CIs), incidents, and changes. It tracks CIs and their status, linking them to relevant tickets and change processes. This gives teams full visibility into their IT environment.

A recent OTRS enhancement allows the CMDB to connect easily with tools like EV Reach. This provides an instant central view of IT assets and comprehensive monitoring—a major step toward robust, full-scale IT security.

#6 REST API

The REST (Representational State Transfer) API makes it easier to integrate OTRS with other systems. By enabling communication between OTRS and external applications, workflows can be automated. Improved interoperability leads to smoother operations and more efficient data exchange.

#7 Enhanced Reporting and Statistics

The latest OTRS version includes robust tools for generating reports and statistics on Service Level Agreements (SLAs) and ticket volumes. A statistics module lets users create various reports – e.g., total tickets by type, priority, status, queue, or service.

Reports can be scheduled and automatically generated in formats such as PDF, providing valuable insights into performance metrics. This supports better decision-making.

These features give companies the data-driven insights they need to monitor performance, ensure SLA compliance, and identify areas for improvement – ultimately boosting customer satisfaction.

New AI Services

In addition to the above features, OTRS users can access a range of AI services. Using AI credits, you gain access to cutting-edge tools that enhance service quality, increase productivity, and save valuable time in daily operations.

Available AI features include:

Ticket classification and service descriptions
AI-powered response generation
Sentiment analysis
Real-time translations
Unified knowledge access

How to Start Your OTRS Project

With OTRS, you benefit from regular updates, exciting new features, and top-tier customer support. We offer a personalized solution tailored to your requirements.

There are three flexible ways to get started with OTRS:

1. Project Transition (SaaS)

Enjoy the full benefits of our SaaS offering. We update your system to the latest version hosted in our OTRS Private Cloud.

Automatic updates, patches, and backups keep your system current. Location doesn’t matter – you can access OTRS from anywhere.

2. Project Migration (On-Premise)

With OTRS On-Premise, you retain full control. We update your system to the latest version while all data remains on your servers. You maintain full autonomy and can access OTRS from any device.

3. New System or Preconfigured Solution

We’ll build a system for you – either from scratch or as a preconfigured solution. A brand-new OTRS system is tailored to your exact requirements, and you can choose between SaaS or on-premise.

Our turnkey solutions come preloaded with helpful features, making them fast to implement and highly reliable from day one.

Conclusion: Why Switching to OTRS Makes Sense

Users of the ((OTRS)) Community Edition are several years behind the times. While it may be sufficient for basic tasks, it falls short in terms of productivity, time savings, and service quality.

In today’s rapidly evolving landscape, every new development brings progress. OTRS is no different. Its new, improved, and technically advanced features offer capabilities that ((OTRS)) Community Edition users can only dream of.

But why dream when you can make it a reality? Switching to OTRS is a smart move. Beyond just security, design, and scalability, the modern features provide plenty of reasons to make the leap. The biggest one: work gets easier and more effective.

In short, OTRS is a powerful driver of business value creation.

Tobias Kortas

OTRS Community Edition

Time Tracking to Maximize Billing and Productivity

Author OTRS — Wed, 28 Feb 2024 08:30:33 +0000

Time tracking helps service businesses drive profitability in two ways. For teams that sell services directly, such as agencies, legal teams, or consulting groups, every moment of customer work done equates to additional revenue. For teams that offer support services, maximizing the efficiency of each agent reduces waste and the need for additional workers.

Whistleblower System According to EU Whistleblowing Directive – A Guide

Andreas Bender — Mon, 19 Sep 2022 10:45:40 +0000

From 2023, it will be mandatory for companies, authorities and organizations with 50 or more employees to create a whistleblower protection system. Learn what needs to be considered and how OTRS can support you.

Where Does the Term Ticketing System Come From and Does It Even Fit Today?

Nils Leideck — Tue, 04 May 2021 14:34:24 +0000

Ticketing systems have become established. Not only in IT, but in almost all areas of a company. But should we really still call them ticketing systems?

Experiences with OTRS 8 After One Year

Andreas Bender — Wed, 31 Mar 2021 08:00:34 +0000

How modern OTRS 8 gives customers more flexibility, speed and customization.

How Easy Is Time Tracking in OTRS?

OTRS Experts — Mon, 13 Jul 2020 09:00:35 +0000

Using OTRS for time accounting offers businesses lots of flexibility. Learn more about how this can be done.

10 Steps to Process Design Preparation for OTRS Process Management

OTRS Experts — Mon, 08 Jun 2020 09:00:09 +0000

Building processes in OTRS? A piece of cake with good preparation. We show you 10 steps that are part of a good preparation.

“OTRS 8 is by far the biggest modernization release in OTRS history”

Author OTRS — Mon, 23 Mar 2020 10:00:30 +0000

The new release will be on the market soon. We talked to Manuel Hecht, VP Global Software Development, to take a look behind the scenes of OTRS 8.

Successful CMDB Implementation – a Use Case

Guest Author — Mon, 02 Mar 2020 10:00:13 +0000

When introducing a CMDB, there are a few things to keep in mind to ensure that it delivers the desired results.

Reflections 2019: Business, Bias and Balance

André Mindermann — Mon, 30 Dec 2019 10:00:12 +0000

Our CEO André Mindermann looks back on 2019 and reflects on the most important highlights. In addition, he sets the focus for the year 2020.

“My dream is to run a farm on my own one day.”

Author OTRS — Mon, 09 Sep 2019 08:01:45 +0000

Eight answers from our COO Christopher Kuhn.

OTRS Company Event 2019

Author OTRS — Thu, 29 Aug 2019 10:27:23 +0000

The group celebrated its 9th international Company Event, which focused on the company's mission statement.

“Why Marketing and Human Relations have the same roots and how to prepare well for coincidences…”

Author OTRS — Mon, 19 Aug 2019 09:00:55 +0000

Eight questions to Sabine Riedel, our board member responsible for the Marketing and Human Relations departments.

“In a way, I’ve become a pilot…why?“

Author OTRS — Wed, 07 Aug 2019 09:01:25 +0000

Eight answers from our CEO André Mindermann.

OTRS Group Nourishes the Hearts of Employees

Author OTRS — Tue, 30 Jul 2019 09:37:58 +0000

On Tuesday, July 30, a team of OTRS Group employees gathered in Rock Hill, SC, to help out at the Dorothy Day Soup Kitchen.

Don’t Bet Your Business on a Grey Market Solution

Francisco Cruz — Mon, 15 Jul 2019 09:00:47 +0000

Why is the cooperation with a grey market provider a risk? What problems can occur if you work with such a solution?

Building a Business in Asia

André Mindermann — Mon, 01 Jul 2019 09:00:02 +0000

Udo Kampelmann, Managing Director OTRS ASIA, gives insights what is important if you want to start a business in Asia.

OTRS Helps at Wiesbaden Children’s Hospice

Author OTRS — Mon, 24 Jun 2019 09:00:01 +0000

This was no ordinary working day for the employee of OTRS at the children's hospice Bärenherz in Wiesbaden.

Infrastructure Security Requires Team Work

Jens Bothe — Mon, 27 May 2019 08:00:26 +0000

Infrastructure security is a critical concern that requires coordinated attention by governments, businesses and individuals.

How to Build Global Teams that Work

Sabine Lüders — Tue, 14 May 2019 16:04:36 +0000

More and more companies act globally today. But the collaboration of international teams is characterized by different challenges, which must be mastered.

Girl Power Creates a Positive Atmosphere at OTRS

Author OTRS — Mon, 08 Apr 2019 09:00:51 +0000

OTRS participates in Girls´Day for the first time.

Cloud or no cloud – that is the question! OTRS offers both.

Christopher Kuhn — Mon, 04 Mar 2019 01:27:57 +0000

Asking whether or not the cloud is the best option for you? Consider this.

Social on Ice

Author OTRS — Mon, 21 Jan 2019 10:00:30 +0000

OTRS AG gave children from Arche Grießheim a day of ice skating.

IT Focus in 2019: What Are the Top Priorities for German and American CIOs?

Author OTRS — Mon, 14 Jan 2019 10:00:34 +0000

The differences between Germany and the USA are small, and one sector stands out the most.

An Eventful 2018: the OTRS Year-in-Review

André Mindermann — Mon, 17 Dec 2018 10:00:44 +0000

From strategy change over new locations to OTRS 7 - much has happened in the 15th year of OTRS.

Full steam ahead: OTRS AG is 15 years old

Author OTRS — Mon, 27 Aug 2018 09:00:55 +0000

OTRS AG celebrates its 15-year success story with lots of fun and exciting highlights.

Event based ticket movement via web service

Robert Ullrich — Thu, 07 Jun 2018 07:00:45 +0000

Let’s continue with our use case from last week. In part 1 we build the pre-requirement for this web service. For sure this can also be realised with another OTRS built-in functionality called GenericAgent, but do you really want to build one GenericAgent per language? Because I really want to avoid this I’m using the OTRSConnector. This has several benefits:

The administration is much easier
A possible performance impact is much lower

So let’s start!

OTRS Requirements for this HowTo

OTRS Framework

at least OTRS 6.0.x

OTRS Packages

You need the following OTRS Feature Add-On:

OTRSTicketInvoker

(Adds new invoker for TicketCreate and TicketUpdate in the GenericInterface.)

Third Party Software

You need this third-party software:

XML::Simple
XML::LibXML
XML::LibXSLT

Configuring the provider for the OTRSConnector

As usual the general configuration should look like the following:

In our new web service we need a provider and a requester (invoker). Let’s start with the provider, because it’s the easier one. Add a new operation “Ticket::TicketUpdate” and simply call it “TicketUpdate”. We don’t need an incoming mapping.

The last point for the provider part is the configuration of the network transport. Define a valid route mapping and a request method for the provider.

That’s all for the provider side. Let’s continue with our invoker!

Configuring the invoker for the OTRSConnector

Now we’ll configure the “magic”. Create a new invoker of type “Ticket::TicketUpdate” and include at least the TicketNumber and the dynamic field “Language” in your outgoing request data:

For our outgoing XSLT mapping, you can use my example:

The last part is the used event trigger. I want to trigger my invoker, if the dynamic field “Language” is udpated:

The last part is the configuration of the network transport. The most important here is the controller mapping, because this needs to be the same as in the configuration of our provider. Otherwise you’ll receive errors.

Testing the OTRSConnector

Depending on your configured event trigger for the invoker, please trigger at first the LanguageConnector and wait until the dynamic field “Language” is populated. You should now see something similiar in the web service debug log:

You’ll now see in the ticket history, that the queue was changed by our webservice user:

More information about the OTRS API

Please go to the following website, if you need more information: http://doc.otrs.com/doc/api/otrs/stable/Perl/Kernel/GenericInterface/Operation/Ticket/TicketUpdate.pm.html

Inform Rocket.Chat users about ticket events

Robert Ullrich — Wed, 09 May 2018 11:00:54 +0000

Many of my customers are using Rocket.Chat for their internal team chats. Last week I had a customer, who asked me if it’s possible to get a notification in their Rocket.Chat if there’s a new ticket in OTRS. I call this integration “Rocket.ChatConnector”.

The answer is… YES!

In the first part of a smaller blog article series, I’ll show you how to post messages in Rocket.Chat channels.

Like in former blog posts, there are several requirements for this HowTo:

running OTRS 6.0.x system
running RocketChat system

OTRS Requirements for this HowTo:

OTRS Framework

at least OTRS 6.0.x

OTRS Packages

You need the following OTRS Feature Add-on:

OTRSTicketInvoker

(Adds new invoker for TicketCreate and TicketUpdate in the GenericInterface.)

Third Party Software

You need this third-party software:

XML::Simple
XML::LibXML
XML::LibXSLT

Rocket.Chat Requirements for this HowTo:

a working Rocket.Chat (I’m using RocketChat 0.64.1)

Prepare Rocket.Chat for the integration

Go to Administration -> Integration and click on “New integration” in the right upper corner and click on “Incoming WebHook”

I’ve attached the configuration of my webhook:

If you want, you can send the example JSON string to your incoming webhook with a local REST client. I’m using “Boomerang” which is an addon for Google Chrome.

The answer is a simple “success”: true

That’s all regarding the Rocket.Chat preparation. Let’s continue with OTRS.

Configuring the Rocket.ChatConnector on OTRS side

At first, we’ve to create a new web service. I’ll call it “Rocket.ChatConnector”.

Afterwards, we need a new invoker. Attached you’ll find my config:

The most important part is the XSLT mapping. The following example is tested and working:

The last part for the invoker is the used event trigger. Because I only want to inform my users if there’s a new ticket with a very high priority, I’m using the “TicketCreate” event with a condition (Priority = 5 very high):

That’s all for the invoker configuration. The next part is the configuration of the transport. I’m using a small workaround to make the integration possible. My token in Rocket.Chat is “9HHhoQYYEo2unZQrm/e4tWQgxcKkZdryfcMA325unkNrC2R6JPSmJXtuknhbQ4TYZh”. I’ve added the first part until the “/” to my endpoint address and the second part including the “/” I’ve added to the controller mapping. Don’t forget to set “POST” as request command.

Apply all changes. Congratulations! You’re done with the first part.

Testing the Rocket.ChatConnector

Let’s test our new web service. Create a new ticket with a priority = 5 very high and see if the invoker is triggered:

The output in the OTRS debugger should look like the following:

Because of the received JSON data from Rocket.Chat, we should also see the message now in our RocketChat channel

More information about the Rocket.Chat REST API

You can also use other resources which are provided by the RocketChat REST API.

Please go to the following website, if you need more information: https://rocket.chat/docs/developer-guides/rest-api/

OTRS Archive | OTRS

Translation Management: Benefits, Use in OTRS, and Context

Translation Management: Benefits, Use in OTRS, and Context

Context: Why Effective Translation Management Matters

The Advantages of Advanced Translation Management

1. Major Time Savings

2. Consistency

3. Less Repetitive Work

4. Scalability

5. Better User Experience

Translation Management in OTRS

Looking Ahead: AI-Based Translations

Conclusion: Good Translations Optimize Service

(Lack of) Security of the ((OTRS)) Community Edition

(Lack of) Security of the ((OTRS)) Community Edition

The Relevance of Security

Why the Security Situation Is So Concerning

Deficits Caused by Using the ((OTRS)) Community Edition

Why Forks Do Not Provide Sufficient Security

The Key Security Advantages of Modern OTRS

Conclusion: Security Deficits Necessitate Change

OTRS Features Compared to the ((OTRS)) Community Edition

OTRS Features Compared to the ((OTRS)) Community Edition

Key Advantages of the New OTRS Features

#1 Workflows and Automation

#2 Kanban View and Resource Planning

#3 Translation Management

#4 Updated User Interface

#5 CMDB Integration with Other Tools

#6 REST API

#7 Enhanced Reporting and Statistics

New AI Services

How to Start Your OTRS Project

1. Project Transition (SaaS)

2. Project Migration (On-Premise)

3. New System or Preconfigured Solution

Conclusion: Why Switching to OTRS Makes Sense

Time Tracking to Maximize Billing and Productivity

Whistleblower System According to EU Whistle­blowing Directive – A Guide

Where Does the Term Ticketing System Come From and Does It Even Fit Today?

Experiences with OTRS 8 After One Year

How Easy Is Time Tracking in OTRS?

10 Steps to Process Design Preparation for OTRS Process Management

“OTRS 8 is by far the biggest modernization release in OTRS history”

Successful CMDB Implementation – a Use Case

Reflections 2019: Business, Bias and Balance

“My dream is to run a farm on my own one day.”

OTRS Company Event 2019

“Why Marketing and Human Relations have the same roots and how to prepare well for coincidences…”

“In a way, I’ve become a pilot…why?“

OTRS Group Nourishes the Hearts of Employees

Don’t Bet Your Business on a Grey Market Solution

Building a Business in Asia

OTRS Helps at Wiesbaden Children’s Hospice

Infrastructure Security Requires Team Work

How to Build Global Teams that Work

Girl Power Creates a Positive Atmosphere at OTRS

Cloud or no cloud – that is the question! OTRS offers both.

Social on Ice

IT Focus in 2019: What Are the Top Priorities for German and American CIOs?

An Eventful 2018: the OTRS Year-in-Review

Full steam ahead: OTRS AG is 15 years old

Event based ticket movement via web service

OTRS Requirements for this HowTo

OTRS Framework

OTRS Packages

(Adds new invoker for TicketCreate and TicketUpdate in the GenericInterface.)

Third Party Software

Configuring the provider for the OTRSConnector

Configuring the invoker for the OTRSConnector

Testing the OTRSConnector

More information about the OTRS API

Inform Rocket.Chat users about ticket events

OTRS Requirements for this HowTo:

OTRS Framework

OTRS Packages

(Adds new invoker for TicketCreate and TicketUpdate in the GenericInterface.)

Third Party Software

Rocket.Chat Requirements for this HowTo:

Prepare Rocket.Chat for the integration

Whistleblower System According to EU Whistleblowing Directive – A Guide