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

![](https://www.e-time.it/wp-content/uploads/2019/07/case_story.webp "case_story")

## 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 client requested a “cleaner” interface, eliminating everything that did not serve users 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 coming from another application.

Client

Banco BPM

Date

2019

![](https://www.e-time.it/wp-content/uploads/2022/03/web.webp "web")

### Request:

-   Open Source product, source code available, no license fees
-   Management of information security reports
-   Removal of elements present in the ticket interface in order to leave only the functionalities foreseen by the role of the connected user
-   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
-   development of evolutions

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E-time is a Software House and System Integrator specialized in IT consulting web based and mobile software development for companies, banks and insurance companies.

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#### Services

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