[IT-SecNots] OTRS Insights - May 2012: Now available: OTRS Help Desk 3.1.5, OTRS ITSM 3.1.3 and FAQ 2.1.2, Survey: Which Browser do You Use?, New Certified Partner in Spain

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OTRS Insights: May 23, 2012
Table of Contents: Now available: OTRS Help Desk 3.1.5 and OTRS ITSM 3.1.3 Now available: FAQ module 2.1.2 Survey: Which Browser do You Use? New Certified Partner in Spain OTRS Feature Add-On Spotlight: Categories for text modules Now available: OTRS Help Desk 3.1.5 and OTRS ITSM 3.1.3 The new patch level releases of OTRS Help Desk 3.1.5 and OTRS ITSM 3.1.3 are now available for download. OTRS Help Desk 3.1.5 now allows to selectively delete the cache by defining the cache type. The access management leveraging Access Control Lists (ACL) has been improved by implementing the option to define role-based access rules. The Hungarian translation has been improved. OTRS ITSM 3.1.3 comes with a new Portuguese translation and an increased performance when changes are created using change templates.  Read the Release Notes: OTRS Help Desk 3.1.5 OTRS ITSM 3.1.3 Download OTRS 3.1.5 and OTRS ITSM 3.1.3 now Now available: FAQ module 2.1.2 A new version of FAQ module 2.1.2 is also available for download. As one out of five powerful extensions to OTRS Help Desk the FAQ module allows to create a Knowledge Base. Increase your service managements efficiency by offering your agents the chance to document already solved problems (known errors) and use documented resolutions in their daily work to speed up the process of answering recurring requests relating to the same issues. The new patch level release comes with a Portuguese translation as well as bug fixes. Read the Release Notes Download FAQ 2.1.2 now Check out our FAQ module video Survey: Which Browser do You Use? We need your feedback to align the planning and development of our upcoming new OTRS Help Desk 3.2 to your needs. We plan to enhance the customer web front-end. In order to optimize the new features in the best possible way, the knowledge about the Browsers you have in use and their current version is crucial for us. Your voice counts, completing the survey takes about 2 minutes only! Thank You for helping us to improve OTRS! Take Part in the Survey New Certified Partner in Spain In March 2012 EXEVI became the new Certified OTRS System Integration Partner in Spain. EXEVI is well known for their sound expertise in aligning service organizations to the ITIL Best Practices. "EXEVI's service offering perfectly complements our own business approach allowing both of us to provide customers more efficient and comprehensive IT Service Management (ITSM) solutions. These one-stop solutions consist of both, a streamlined organization including ITSM processes as well as a mature and cost efficient OTRS ITSM tool to support the optimized ITSM processes." said André Mindermann, CEO of OTRS Group. Read more about EXEVI OTRS Feature Add-On Spotlight: Categories for text modules The standard of OTRS Help Desk allows your service agents to quickly respond to normal or recurring service requests by leveraging pre-defined text modules to answer the tickets. These text modules are so far displayed in one single and unsorted list which might cause a lack of overview in case of a large number of pre-defined text modules. The OTRS Feature Add-On „Categories for text modules“ allows you to consolidate certain text modules by category and browse through these categories by expanding or minimizing them per mouse click as known from a Windows Explorer. A typical recurring question is the request to send out a user guide for one of your specific products. Today you would probably browse down the long list of all your pre-defined text modules and once you finally have identified the right one with the user guide attached, you would send it out. With this OTRS Feature Add-On you consoldiate all text modules related to your products user guides in a separate category like "User Guides" and will from now on save a lot of time to retrieve this information and reduce your response time. Check out our video showing this Feature Add-On in action Get an overview of all OTRS Feature Add-Ons
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