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  • richieri 20:23 on 08/02/2012 Permalink | Reply
    Tags: approval, aprovação, decisão, decision, , , , service desk, workflows   

    One way of creating approval workflows with OTRS 

    Approval workflows can be created in different ways on OTRS.

    There is a simple way to do that using ITSMIncidentProblemManagement.

    With ITSMIncidentProblemManagement package, you get a Decision link on ticket menu. Obviously some configurations have to be done in order to this link be shown only for some users like a department manager (we will call this role decision makers now on). This also can be made in different ways.

    I’d like to show a way to create those workflows. I made it this days and see to be efficient.

    The concept

    We have a group called Service Desk which watchs a queue called “ServiceDesk”. This team receives and process all tickets on the system and try to solve them. They also send some tickets to approval when it’s needed.

    So we have to create a queue for each decision group. We may have decision makers on IT and decision makers on HR department for example.

    We have those queues on the system:

    • ServiceDesk
    • Ask Approval
      • IT Decision Makers
      • HR Decision Makers
    • Infraestructure specialist
    • Applications specialist

    When the ServiceDesk identifies a request which needs approval, they send it to the respective decision maker group.

    The Decision Maker approves or not the ticket and he or she move it again to the service desk queue.

    How to show Decision link only for decision makers?

    Decision Makers will be registered on 2 groups: decisionit and decisionhr

    Go to the SysConfig and access Ticket -> Frontend::Agent::Ticket::MenuModule

    Find Ticket::Frontend::MenuModule###420-Decision and add a key called “Group” with this content: “rw:decisionit;rw:decisionhr”.

    And it’s done!

    Making it better

    To make the decision maker’s life easier, I created a module (and a package) that moves the ticket to a “next defined queue”, in the same screen where the approval is done. In our example, the ticket will be moved back to the ServiceDesk queue.

    You can download this package here.

    After it’s installation, you may configure it on Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewDecisionMove

    Other ways

    I think OTRS is a very flexible (and not high documented) tool. So, if you know another way to make decisions workflows, please share with us :)
     

  • richieri 18:41 on 02/02/2012 Permalink | Reply
    Tags: authentication, customer, customerauth, joomla, , single sign on, sso   

    Single sign on between Joomla and OTRS Customer Interface 

    I have just developed my first version of a module called Kernel::System::CustomerAuth::JoomlaSSO

    It allows Joomla logged users to access directly OTRS Customer interface (with automatic login) with no need to type user and pw again. OTRS Customer Backend should be the same as joomla for it to work.

    Some customizetion are need on Joomla and OTRS side, so it’s not a module yet.

    If you are interested on it, contact me please.

     

  • richieri 17:53 on 09/01/2012 Permalink | Reply
    Tags: pages, paginas, post, privado, private   

    WordPress – Private posts by default 

    My first plugin on wordpress.org

    http://wordpress.org/extend/plugins/private-post-by-default/

     

    • M Farhan 13:57 on 18/01/2012 Permalink | Reply

      Hello,

      I found your Private posts by default plugin so helpful.
      Now, I want to save the time, when anybody update posts visibility private to public and vice versa.

      Thanks, in advanced.

  • richieri 12:30 on 07/01/2012 Permalink | Reply
    Tags: acl, acls, , ticket   

    (Português) OTRS – Listas de Controle de Acessos (Access Control Lists ou ACL’s) 

    Sorry, this entry is only available in Português.

     

  • richieri 12:02 on 03/01/2012 Permalink | Reply
    Tags: avatar,   

    Buddypress avatars on all blogs of wordpress multisite MU 

    Sorry, this entry is only available in Português.

     

  • richieri 19:11 on 08/12/2011 Permalink | Reply
    Tags: aberto, estados, fechado, novo, , status   

    (Português) OTRS – Status (estados) pré definidos dos Tickets 

    Sorry, this entry is only available in Português.

     

    • Álvaro 13:55 on 06/01/2012 Permalink | Reply

      Ronaldo,

      Gostaria de tirar duas dúvidas:

      1 – Quando colocamos o ticket com o estado merged, o OTRS pede para referenciar a qual ticket ele será vinculado? Nesse caso, o ticket associado também ficará na situação merged? Quando encerramos um ticket merged, ele fechará os demais?

      2 – Há como criar um estado que não seja contabilizado o tempo do mesmo para fins de relatório? Ex: Colocar o estado no ticket Ag. usuário, já que não depende do atendente mais e sim do usuário.

      Desde já agradeço o retorno.

      • Ronaldo 10:10 on 10/01/2012 Permalink | Reply

        1 – Existem associações diferentes. O ticket pode ser pai, irmão ou filho de um outro ticket. Fechando o ticket pai, todos os filhos se fecham!

        • Álvaro 13:30 on 12/01/2012 Permalink | Reply

          Ronaldo,

          Testei aqui associando como pai e filho ou dividindo e quando eu fecho o pai, ele não está fechando os filhos.
          Você teria alguma explicação para isso?

          Desde já agradeço seu retorno.
          abs

      • Ronaldo Richieri 10:24 on 10/01/2012 Permalink | Reply

        2 – Na instalação padrão não. O OTRS Group vende uma solução que permite isso.. mas custa meio caro se sua empresa for pequena. Para médias e grandes, vale a pena.
        Ou podemos desenvolver também. :)

  • richieri 16:38 on 30/11/2011 Permalink | Reply
    Tags: aniversário   

    (Português) Meu 29° aniversário! 

    Sorry, this entry is only available in Português.

     

  • richieri 16:42 on 27/10/2011 Permalink | Reply
    Tags: android, atrix,   

    Access OTRS with Android Mobile 

    Lot of people asked it:

    https://otrsteam.ideascale.com/a/dtd/App-for-mobile-devices-like-Android–Blackberry/83263-10369

    One guy or company made it!

    https://market.android.com/details?id=com.ptitov.megaticket&rdid=com.ptitov.megaticket&rdot=1

     

    • Dilson 17:04 on 15/01/2012 Permalink | Reply

      Recomendo OTRSAndro .
      Bem menos Bugs que o Megaticket. ;)

      • richieri 16:13 on 17/01/2012 Permalink | Reply

        Super dica! Obrigado! Estou testando aqui :)

  • richieri 11:28 on 26/10/2011 Permalink | Reply
    Tags: 10.04 lts, apache2-mpm-itk, hosting, openpanel, ubuntu server, virtual hosts   

    A small Web Hosting with OpenPanel + Ubuntu Server 10.04 LTS + some tricks 

    Hi,

    I’m trying Openpanel, a great new opensource tool that helps developers make a complex server tasks with some mouse clicks.

    http://www.openpanel.com/

    You can create domains, mail accounts, DNS and other stuff in a “Panel” way. You can create user accounts and allow them to create their own domains, emails and vhosts.

    I’m trying it on linode

    http://www.linode.com

    With Ubuntu Server 10.04 LTS (You can deploy this image from linode dashboard. You have a virtual machine running after 5 min max)

    After a successful OpenPanel install, I need to make my users vhosts run as Apache process of their own user. This way, their php and other apps could write under their directories and make some personal stuff, as also it gets better to my administration tasks.

    Unfortunately, this feature is not yet implemented (but it’s on the roadmap), so I need to create the followin “hack”:

    • Install a new MPM apache module:
      sudo apt-get install apache2-mpm-itk
    • Write a script that’s create the directives which makes every vhost runs under it’s owner account and put ir under crontab to run every 10 minutes
      sudo pico /opt/apacheexec.sh
      Put the following content on it:
    #!/bin/bash
for sites in /home/*/sites/*
do
    user=`echo "${sites}"|cut -d'/' -f 3`
    site=`echo "${sites}"|cut -d'/' -f 5`
    arquivo=`echo "/etc/apache2/openpanel.d/${site}.inc/mpmitkUser"`
    if [ -f $arquivo ]; then
        true
    else
        echo "<IfModule mpm_itk_module>" > $arquivo
        echo "AssignUserId ${user} ${user}" >> $arquivo
        echo "</IfModule>" >> $arquivo
        exec `/usr/sbin/apache2ctl graceful`
    fi
done
    • Then, make it executable
      chmod a+x /opt/apacheexec.sh
    • Finally, put it to run on crontab
      sudo crontab -e -u root
    • Write it:
      */10 * * * * /opt/apacheexec.sh

    And we are done!

     

    • Reinaldo Silva 10:00 on 09/11/2011 Permalink | Reply

      Ronaldo, bom dia.

      Temos um OTRS instalado que usamos para chamados e ITSM changes, estamos precisando de alguas personalizacoes no sistema, voce faz consultoria ? Estamos em Alphaville-SP

      Att

      Reinaldo

      • richieri 9:37 on 02/12/2011 Permalink | Reply

        Reinaldo! Desculpe pela demora em te responder!

        O meu de notificação do teu comentário no meu blog ficou no spam. Só vi hoje!

        Se precisar ainda, faço modificações sim! Hoje inclusive estou em um cliente em Porto Alegre fazendo isso.

        Mas moro aí do ladinho de Alphaville, em Sorocaba.

        Se ainda precisarem de ajuda, podem entrar em contato comigo, ainda hoje. Meus telefones estão abaixo.

        Abraço!

  • richieri 11:04 on 14/10/2011 Permalink | Reply
    Tags: , permission, sysconfig, ticket menu bar   

    OTRS: Show/Hide itens on Ticket Menu according to the user group 

    OTRS is a great software it’s not 100% documentated. I find this tip digging the source code.

    Imagine that you want to remove the Priority link from Nav Bar of Level 1 Agente Front end, while he/she is viewing a ticket and you want it to be viewable only for supervisors.

    Go to ADMIN-> SysConfig -> Ticket -> Frontend::Agent::Ticket::MenuModule

    Then find the parameter you want to hide/remove. In this case, Ticket::Frontend::MenuModule###300-Priority

    Add a key called “Group” and the put “rw:group_that_has_access” as the content. To add more groups, separete with “;”. For example: “rw:admin;rw;supervisors”.

     

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