Banco BPM

On-premise installation of ((OTRS)) Community Edition and interface customization

Project details

On-premise installation of ((OTRS)) Community Edition version 6 for the management of IT security reports.

The customer also requested the removal of everything from the interface that was not useful to users in their operations and the implementation of an addon for importing already closed tickets via CSV to centralize in ((OTRS)) CE the archive of reports made on another application.

CUSTOMER

Banco BPM

DATE

2019

The project in brief

On-premise installation of ((OTRS)) Community Edition version 6 for the management of IT security alerts. The reports are usually generated by software dedicated to the detection of this type of violations and are made via email or Web service.

The customer requested a “cleaner” interface, eliminating everything that users did not need in their operations. Moreover, the request also concerned the implementation of an addon for importing already closed tickets via CSV to centralize in OTRS the archive of reports from another application.

Request

  • Open Source product, source code available, no license fees
  • Management of information security reports
  • Removal of elements in the ticket interface in order to leave the logged-in user only with the functionality provided by his or her role.
  • Migration of the application from OTRS 3.2 version maintaining the ticket history
  • Web service configuration for ticket opening
  • Import of external tickets for archiving via CSV file
  • Complex configuration of permissions related to the different roles present
  • Reconfiguration of roles based on LDAP
  • Creation of “technical” users, bots, for real-time monitoring of reports

Support

AM contract including:

  • Platform maintenance
  • Evolutionary development