Skip to main content

OTRS 5 Review and Thoughts

Recently I upgraded our several years old OTRS install to version 5. The upgrade procedure is exactly like all the others have been. It was straightforward and I actually found that the documentation was better this time around than it has been in the past. After backing up, upgrading and testing, I like, mostly, what I see. There are a couple of things that are a bit annoying though.

When closing a ticket, the previous version would automatically put in subject in the closure note. Likewise, in the Owner Update note it doesn't do it either. So each time, I have to update it. Not a problem if you're only getting a few notes every now and then, but we are changing and closing tickets in some large numbers at times.

Also, I have about 50 statistics generated monthly via a script I run. The syntax for doing this.

From: /opt/otrs/bin/otrs.GenerateStats.pl -n number -blah blah etc

To: /opt/otrs/bin/otrs.Console.pl Maint::Stats::Generate --number number etc

(from: https://otrs.github.io/doc/manual/admin/stable/en/html/statistics-module.html#stats-managing-the-module)

I like the speed of the updated system and the cosmetic changes are nice too. The menus have changed slightly and they are more dynamic with drop downs. The layout is a bit nicer too but generally the speed of the system is better.

Upgrade to version 5 if you have the chance - seems to be a winner!

Comments

Popular posts from this blog

Plone - the open source Content Management System - a review

One of my clients, a non-profit, has a lot of files on it's clients. They need a way to digitally store these files, securely and with availability for certain people. They also need these files to expire and be deleted after a given length of time - usually about 7 years. These were the parameters I was given to search for a Document Management System (DMS) or more commonly a Content Management System (CMS). There are quite a lot of them, but most are designed for front facing information delivery - that is, to write something, put it up for review, have it reviewed and then published. We do not want this data published ever - and some CMS's make that a bit tricky to manage. So at the end of the day, I looked into several CMS systems that looked like they could be useful. The first one to be reviewed was OpenKM ( www.openkm.com ). It looked OK, was open source which is preferable and seemed to have solid security and publishing options. Backing up the database and upgradin

elementary OS 5.1 Hera - a review and a revisit

 It's been ages since I used a desktop Linux distribution - being up to my ears in the horror of implementing ISO 27001 doesn't leave you much time to play around with computers - too busy writing policies, auditing and generally trying to improve security to a formally acceptable and risk managed level. I need a quick, small OS though to do the occasional network scan, view the contents of a dodgy file on and for general, low impact activities. I remembered reviewing elementary OS ( elementary.io ) some time ago ( see  https://www.ryv.id.au/2015/01/elementary-os-review.html ) from 2015 so I thought it was worth a revisit.  I downloaded the ISO from their website, forgoing to donation for the moment while I review it. If it turns out I'm going to keep using it, I'll send them some love. The ISO is 1.38GB in size and I booted it in a VMware Player instance. From go to whoa (I won't include the install photos here) it took about 10 minutes with a dual vCPU and 4GB of

Windows 10 Enterprise Eval - gotchas

After an annoying turn of events where my Windows 10 Enterprise USB drive failed, attempts to install Win10 onto a computer failed miserably. I turned to the net and managed to get my hands on Microsoft's Windows 10 Enterprise Evaluation. I have an enterprise key so I thought - cool! Here's the opportunity to get it going and to then upgrade the license later. Full install, patched etc and all is swell. Except when I try to upgrade. I straight up tried changing the licence key only to get a variety of errors, most of which are pertaining to the activation system being unavailable. The I try this: https://winaero.com/blog/upgrade-windows-10-evaluation-to-full-version-easily/ but it doesn't work either. Next I'll try this: h ttp://www.edugeek.net/forums/windows-10/174594-upgrading-windows-10-enterprise-90-evaluation-full.html And if all else fails, in goes the bootable USB I've now created. If only I'd had this in the first instance I would not be writing t