| CMDB extension | CMDBServiceExport | This module exports CI items of classes Service and ServiceRequest to core service table. Definition of CI Classes and export templates are specified in documentation. Module also allows to import links among Services and ServiceRequests. Use CSV files created as exported CMDB items a primary data source for import. |
| WS extension | CustomWebService | Custom Web Services - ArticleSend and Link create |
| System extension | CreateTimeExtension | Enables to change creation date of a note (in DB). |
| Dashboard dashlet | NotificationFailurePairing | PostMaster Pre-filter module - will pair Delivery Notification Failure message with ticket. This module looks for attachment names a and performs a match against a regexp defined in SysConfig. In case of positive identification of ticket number, Delivery message is paired with given ticket. This module also enables to add custom e-mail headers to outgoing e-mail. Postmaster filter component will check delivered e-mail ant its attachment. When attachment contains custom header (e.g.: TicketNumber), system will merge incomming e-mail with correspondig ticket. |
| Dashboard dashlet | XxExtAutomerge | PostMaster Pre-filter module - it will create new article if ticket with equivalent parameters exists. |
| ITSM extension | ITSMTypeAgent | This module implements new CI attribute - Agent. This attribute may be used in CI class definition and statistics. |
| Ticket overview | CustomZoom | Side widget DFG and Answer modification. |
| Custom extension | RestrictedCustomerZoom | This module restricts access to link to CustomerTicketZoom for certain customers. |
| Admin extension | Log2Mail | Log2Mail module allows to send OTRS error reports via e-mail. It is possible to skip reporting of some errors based on Module and Message filter. |
| Ticket overview | TicketDocument | TicketDocument extension provides overview of all attachments (documents) of given ticket. When enabled, new link 'Documents' will be visible in AgentTicketZoom interface. Module is triggered as a new pop-up screen - similar to e.g. AgentTicketHistory. Available information for each file are: filename, size, creator and time of creation. A filter of files is specified via SysConfig settings. |
| PostMaster filter | EnforceInternalCommunication | Enforce incomming e-mails as internal. (Based on SysConfig settings) |
| Custom extension | StarColor | This module brigns an extension of tabular lists of tickets. Support for different colors of stars (unread articles) was implemented. |
| Specific extension | ICalManager | ICalManager holds functions related to ICalendar management. Important role plays configuration - almost all data sources are defined via SysConfig settings. Data sources are related to the TicketObject (dynamic fields, ticket owner, customer etc.). ICalManager supports multiple configuration profiles, thus it is possible to define different sources for single person and team. CGI script 'ical.pl' provides a front-end functionality - it loads specified arguments and creates ICal file according to configuration. Resulting file is streamed as attachment - this means user can set up internet calendar in MS Outloook or other application (internet calendar is set as a link containing arguments for ical.pl). |
| Dashboard extension | AllMyTickets | Dashboard extension - All tickets in my ownership. |
| Custom extension | MergeExtension | This module implements protection for ticket merge operation. |
| Custom extension | ExtStats | Extension of statistics: New custom table + generic agent job. |
| Search extension | GlobalSearchTemplates | Enables to define global search templates. (Search templates for all agents.) |
| Ticket overview | BubbleNote | Bubble note consists of 3 packages: BubbleNote, AllMyTickets and TicketZoom extension. BubbleNote: Add a bubble note to the ticket, view it on dashboard. AllMyTickets: On the dashboard, display only MY tickets. Zoom extension: 3 types of answers (positive, negative and other) + advanced DF widget (display DF according to user group). |
| Menu extension | ExtUpcommingTicket | Configurable dashboard dashlet for up comming events. |
| Administration of Dynamic Fields | GroupFieldEditor | Advanced editor of dynamic fields. You can specify viewable dynamic fields according to user´s group. |
| Dashboard dashlet | SQLDataDashlet | Dashlet to display up to 5 SQL queries on dashboard. Queries are specified in SysConfig. Also contains dashlet for displaying upcoming events fro responsible of a ticket. |
| Custom extension | ReservationSystem | System for reservation of inspection dates was developed according to needs of reclamation department of Skanska Reality a.s. Main functionality is dispatched by AgentTicketReservation module and a CGI script 'reservation.pl'. AgentTicketReservation allows user to set 1-3 inspection dates and send them to the client. Outgoing e-mail contains information about suggested dates and prolink for confirmation / cancelation of dates. When client follows given prolink, reservation.pl will confirm / reject client - based on time of reaction. Reservation.pl will also send an e-email to the client and will create article for given ticket(s). |
| Integrations | TFS | This module provides integration of Microsoft TFS (Team Foundation Server) with OTRS. |
| Custom extension | ActionCommonExtension | Extension of standard module AgentTicketActionCommon. An autocomplete and Quick search of CI items in Close dialogue was adopted as well. |
| Custom extension | AWO | This module implements idea of Automatic Work Order (AWO) - automatic ticket creation with pre-defined parameters. AWO package implements custom OTRS daemon for AWO tasks. This module is standalone. |
| Menu extension | TicketAssign | Standalone module to assign ticket to current user. |
| Core funcionality | ResetCreateTimeEscalationTimes | This module will change create time of a ticket and will re-calculate escalation times. Designed as Genric Agent module. |
| Bulk extension | BulkAttachment | Modification of AgentTicketBulk - attachment support for bulk action. |
| Admin tool | CompareSysconfig | Compare local SyConfig with SysConfig placed on remote server. |
| Web Service extension | WSExtension | Bundle of WS modules. Operations for CustomerUser, Spreadsheet Data and Agent. Also allows operation 'ArticleSend' for Ticket. |
| Ticket overview | BulkExtension | Allows to print multiple tickets at once, bulk templates and custom protocol. |
| Menu extension | MicroTicketTime | Dynamic field type Microcode. Returns time of ticket shorted of periodes of particular states. |
| Menu extension | Extras | New "Extras" menu Item. It has own Perl module and TT template and it provides capability to display external web pages in IFrame. The items for the menu may be added in SysConfig. This module also contains SQLreport - an utility for running of pre-defined SQL queries. It is possible to send reports via e-mail in automatized way. |
| Major extension | StandardTemplateExtension | Standard Template Extension |
| Ticket overview | TimeAccounted | Simple overview of accounted time for current user in current month. |
| Ticket overview | TimeLine | This extension draws a time line (html table) for single ticket attribute based on ticket history. Ticket attribute is specified via SysConfig, it can be Queue, Owner, State or Responsible. Design of table may be configured as well. |
| Menu extension | PublicDecision | Set of modules for sending and accepting of decision in prolink. |
| Customer UI | CustomTransitionAction | Custom transition action: previous queue set. |
| PostMaster extension | XxExtPostMaster | PostMaster - check FollowUp module - it will create new article if ticket with equivalent parameters exists. Based on Rules |
| Menu extension | WindowTitle | Will overwrite Window Title according to configuration. |
| Menu extension | ComposeAddressRemoval | Remove prefilled values of To and Cc in AgentTicketCompose according to regexp. |
| Menu extension | StaticReport | New type of Static Report. |
| Major extension | CalendarExtension | Calendar extension - allows Resource management. |
| Customer Specific extension | FetchCRMData | CRM Data Fetch |
| Major extension | DPORadar | Set of modules for Data Protection Officer. Includes graphical representation of GDPR repository. |
| ITSM Configuration Management | ITSMConfigItemMultiselect | This extension implements new type of Dynamic Field. Based on ITSM Config Item Class, it renders multi-select field populated with items of given class. Backend part of the extension does not save data in standard database table, but creates link among ticket and selected Config Items instead. |
| Reporting | StatByEmail | This module implements new Genric Agent that will send output of static report as an e-mail accompanied by XLSX attachment. |
| System extension | FreezeSLA | This extension will stop EscalationSolutionTime when ticket is in pendning state. If the pending state is used e.g. for testing on customer´s side, SLA time is stopped and is no more counted. When the state is changed top open, remaining Solution Destination time is re-counted and the SLA is running again. |
| Time units extension | SuggestedTime | Small extension - counts minutes since last article or day start. |
| Menu extension | ServiceQueue | Separate module that enables to add relation Queue - Service as well as Service - Template. Custom Generic Agent is included to set service according to Queue. Other part of this module provides union of default and specific customer services. Union of customer services can be switched off/on in SysConfig. |
| Custom extension | RepairReport | Enables you to create output XLS and PDF report as per XLS template, which is parametrized using ticket and other Dynamic Fields. |
| Menu extension | Microcode | Dynamic field type Microcode. This dynamic field is counted dynamically from custom code definition. |
| Menu extension | TicketDuplicate | Standalone module for parametrizable duplication of a ticket. |
| Generic Agent | GenericAgentAssignAgentInQueue | This package provides GenericAgent module that assigns an agent for ticket in given queue according to 2 parameters: 1) ticket´s dynamic field value 2) CMDB - config item value. Parameters are configured via SysConfig. This package also contains OOF check and automatic switch off. |
| Reporting | Reporting | Custom Reporting. Includes SQL report and Report of paired Config items with different deployment states. |
| Customer UI | Tiles | Tiles customization for customer front-end interface. Contains 4 configurable tiles + CMDB integrated autocomplete. |
| ITSM Configuration Management | CIGraph | Tool to display relations among ITSM CI items. |
| Menu extension | MoveTime | Move time of ArticleCreate. |
