OTRS Helpdesk Integration

Nagios is the industry standard in enterprise-class monitoring. It allows an insight into the network and enables problem resolution before customers even know that existed. It is stable, scalable, supported, and extensible. When an error occurs in the process, Nagios creates scripts to send emails to OTRS. This ensures that the customer’s issue is resolved on time.

KTree suggests the best available combination of applications and software which leverages the performance of enterprise.

OTRS and Zenoss Integration:

Zenoss is an open source IT monitoring product that distributes the functionality to effectively administer the configuration and performance of servers, networks, and applications through a single, combined software package. All devices in the environment such as servers, applications, and networks can be modeled. Custom devices such as power supplies and temperature sensors can also be represented. The model helps to group logical and physical units and also allows mapping devices to business systems, locations, and administration. When there is a network failure or any disruption in the process, Zenoss sends an alert to OTRS. This, in turn, is raised as a ticket. The issue is immediately resolved so that there is no interruption to the workflow.

OpenNMS and OTRS Integration:

OpenNMS is a well-known enterprise grade network management solution. This module uses web services for the communication between OTRS and openNMS. The module creates tickets to inform the service desk about the network issues based on the network alerts. When this is integrated with OTRS, managing the network issues becomes much simpler.

OTRS and LDAP Server Integration:

OTRS has the ability to use an LDAP directory as the source in several places. Integration of OTRS with Microsoft’s Active Directory using its LDAP features helps in providing information about authentic users and their requests to the helpdesk people. OTRS integration with LDAP server ensures that each user is provided with a unique identity which can be used for multiple purposes. Even if the client has a previous setup to store user identities, it can be upgraded using this integration.

It is possible to create a single set of login identities for agents, customers, and the administration. When OTRS is integrated to LDAP server, the system authenticates every single identity and authorizes their login. So, anyone can login to the system from any computer for multiple purposes. This reduces the load in the database maintained by the enterprise.

OTRS and Active Directory Integration:

An active directory is used to store data and information about domains and networks. An active directory has many functions including the ability to provide information on objects and organizing these objects for easy retrieval and access.

It also enables authenticated access based on windows user identity and password by end users and administrators. The administrator can also set security to the directory. OTRS Active Directory integration helps in trouble-free access of the required information.

Additionally, OTRS can be integrated with Single Sign on Mechanism where agents and customers will have a single authentication process for accessing any number of resources without having to go through subsequent authenticity checks. This way, the enterprise can provide a time-saving and foolproof verification check.

OTRS and Shibboleth Integration:

Using Shibboleth, organizations can swap information about users safely and confidentially. It is designed to provide a way for someone using a web browser accessing a target site to be authorized to access a target site using information from the user’s security domain. This permits users to access organized information securely from anywhere without additional passwords. Privacy is not compromised in the whole process. For clients who are very mindful about their customer’s identity and confidentiality of information, this system would be the most apt one.