OTRS – Assign Customer Companies to groups or services

Posted by on Jun 21, 2012 in EriZone & OTRS | 36 comments

 

With OTRS you can define different customers backends even choosing to integrate data from an LDAP server. To keep track of customers’ service subscriptions, you can define a relationship between single customers and groups and services. This allows customer users just to see services they subscribed. OTRS comes with 2 administration panels which allow to assign groups and services to single customer users; the problem is to maintain such relationships for whole organizations! We have customers with hundreds of users, which are very difficult to be managed with the standard OTRS tools;

We developed an OTRS add-on allowing OTRS administrators to assign customer companies to groups and/or services:

As for the in-built administration modules, the new two options allow to select a customer company and then to apply services of groups relationships to all members of the customer company.

 

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NetEye success prompts new reselling expansion

Posted by on Jun 20, 2012 in NetEye | 0 comments

Raoul Volpe, COO of Asystel and Hubert Kofler, CEO of Würth Phoenix

Raoul Volpe, COO of Asystel and Hubert Kofler, CEO of Würth Phoenix

After the good market response with over 200 installations in a few years only in Italy, we are spreading our consulting and distribution channels, focusing on partnerships with strong and reliable companies that can offer the advantages of our solution to organizations that are willing to increase their working productivity by innovative Open Source IT systems. In this context last month Milan based IT service provider Asystel signed an partnership agreeement on NetEye.

“The agreement with Würth Phoenix on NetEye allows Asystel to enforce its position in an important and fundamental sector for the IT performance quality, where the functions of control are now a commodity and the added value is represented by the ability of the systems to increase the productivity of the entire ecosystem of the applications.”, states Raoul Volpe, Chief Operating Officer at Asystel.

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Action Launchpad: how to ease the activities for the Service Desk

Posted by on Jun 19, 2012 in NetEye | 0 comments

Today I would like to present a module recently introduced in NetEye. The implementation has been promoted by a customer with the requirement to delegate repeated administrative task to dedicated operating and helpdesk departments.

The ActionLaunchpad aims to provide to Non-Priviledged administators tasks they can Run on remote operating systems satisfying these requirements:
– Agents do not need to login direcly on the remote console ( RDP, SSH, … )
– Agents do not have to use and know administrative accounts
– The task Agents can perform are assignable through various Roles
– The Task can be run on multiple systems with one click
– The Commands to be run dont have to be digited each time ( time saving )

The mayor benefit from making use of the ActionLaunchpad might be obtainable for organizations with structured procedures and hierarchies. An example might be a department of Unix or Microsoft Systems administrators authorizing in this way a helpdesk to perform dedicated task on their systems – also with very limited and specifiable administrative delegations.

The ActionLaunchpad

With the administrative section the administrator is able to configure Commands. Natively the Launchpad makes also use of NRPE to run checks on the remote system. In addition there can be implemented local scripts that contain again logic to perform tasks towards remote sides. With that strategy there are quite unlimited possibilities to implement commands.

Example for running a local command:

 

Local nagios restart

Local Nagios Restart command

When making use of NRPE for remote command execution a litte preparation is required. Within the remote agent the command acceptor has to be enabled. This is done on Linux within the standard path /etc/nagios/nrpe.cfg. The default command command call is “launchpad_action”.
Therefore we would define a command definition like this with the possibility to run arbitrary commands.
command[launchpad_action]=$ARG1$

An example configuration for calling the system uptime:

Launchpad: Run uptime request

 

the cmd execution progress bar

The definition dialog for this Command:

The CMD definition

Note that NRPE commands are executed on the remote side with the permissions ( and limits ) of the agent. Normally the permission level does not allow administrative task and therefore it is required to define permission escalations. This is done in the best way by defining SUDO grants. Now a command can be called directly with the “SUDO” prefix or by defining the specific user “su” prefix in the command.

cmd example with sudo permissions

 

This module has been also integrated into the NetEye Web App, so the Service Desk can access the Action Launchpad through mobile pohones (iPhone or Android) or via tablet (iPad, Android tablets).

If you would like to get additional details on the new features released, you can download the NetEye release notes from this link! :-)

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