Media
1 item
Description
Monitor OTRS tickets in real time with visual and audible alerts directly in your browser. 🚀 OTRS MONITOR: REAL-TIME TICKET MANAGEMENT AND SLA FOCUS ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ Tired of reloading the OTRS page every minute hoping not to miss an urgent ticket? Forget the repetitive manual update routine and the loss of critical deadlines. OTRS Monitoring is the ultimate productivity and queue-tracking solution for support analysts, infrastructure analysts, and Information Technology teams. Developed under the strictest security and performance standards, this extension transforms helpdesk queue monitoring into a fluid, intelligent, and fully integrated experience within your Microsoft Edge workflow. ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 📌 WHAT IS OTRS MONITORING? ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ This extension acts as an invisible monitoring assistant directly in your browser. It automatically and periodically tracks your ticket queues configured in one or more OTRS (helpdesk system) instances, displaying notifications at the right time, rendering data in a high-performance dashboard, and providing consolidated metrics about your daily performance. ⚠️ IMPORTANT SECURITY WARNING: The extension operates strictly in READ-ONLY MODE. By corporate security policy, the software never writes, alters, responds, or automates destructive actions inside your OTRS server. Your access data and helpdesk integrity are 100% preserved. ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 🌟 KEY FEATURES AND FUNCTIONALITIES ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 1️⃣ SMART NOTIFICATIONS AND SOUND ERGONOMICS Don't suffer from the anxiety of checking open tabs. The notification engine alerts you instantly about: • New tickets entering monitored queues. • New replies sent by customers on existing tickets. • Preemptive SLA breach alerts and imminent deadline violations. • Situational Ownership Notification: An exclusive and innovative sound (deep, soft, and low-frequency, designed to avoid office jump-scares or sound fatigue) is emitted specifically when a ticket under your direct responsibility (where you are the registered owner) receives a new interaction or reply from the customer. 2️⃣ LOCAL ANALYTICS DASHBOARD Get a complete executive and operational dashboard without relying on third-party servers or slow spreadsheet exports: • Dynamic visualization with multiple charts (built via native Canvas). • Ticket distribution by queue, priority, and status. • Tracking of local Average Handling Time (AHT / TMA). • Rolling history of the last 120 hours of activity with automatic updates. • "My Day" section dedicated to calculating your daily personal productivity. 3️⃣ FLUID INTERFACE AND UNANCHORED MODE (.window-mode) The interface was meticulously designed to adapt to your screen space. • Classic Pop-up Mode: Ideal for quick checks in the browser toolbar. • Expanded Window Mode: When clicking "Open in another window", the extension dynamically injects the .window-mode class, organically and responsively adapting the entire card grid, charts, and headers to take 100% advantage of Full HD or Ultra Wide screens. 4️⃣ ENCRYPTED REPORTS AND PRIVACY SEGREGATION Extract crucial information while maintaining data privacy ("Privacy by Design"): • Personal Report: Consolidates resolved tickets and individual metrics of the logged-in analyst, thoroughly removing other analysts' data to prevent lateral micromanagement. • Queue Report: Displays the overall health of the operation (backlog, pending tickets, and traffic spikes) without exposing sensitive data or names of other agents. • All exported reports feature military-grade AES-GCM 256-bit encryption with key derivation via PBKDF2 (100,000 iterations), protected by a one-time master password defined by you in the settings. ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ ⚙️ TECHNICAL SPECIFICATIONS AND FEATURES ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ • POLLING FREQUENCY: Configurable intervals from 2 to 8 minutes for total control over the machine's network consumption. • DIFFING ENGINE: Advanced asynchronous tracking of state changes with specific sound alerts for each type of event. • TOTAL ISOLATION: No external servers or data collection (100% local), ensuring absolute compliance with privacy laws and corporate security policies. • MULTIPLE INSTANCES: Secure registration and persistence of multiple OTRS environments, centralizing helpdesks on a single screen. • ANTI-BRUTE FORCE: Permanent blocking of reports after 5 incorrect attempts to shield against unwanted local physical access. ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 🔒 SECURITY AND PRIVACY: ZERO TRUST PHILOSOPHY ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ Unlike other market solutions, OTRS Monitoring was developed under the pillar of absolute privacy: • Zero Telemetry: No browsing data, credentials, URLs, or usage behavior leave your computer. Communication occurs directly and exclusively between your browser and the API of your registered OTRS. • Advanced Local Encryption: Encryption keys and optional access credentials are encrypted locally in a sandbox in your browser using the AES-GCM 256-bit algorithm. • Security Kill Switch: Upon closing the session or detecting logout from your OTRS account, an atomic security trigger immediately destroys the 27 sensitive state keys stored in the browser's local memory, preventing any data extraction attempts. • Rigorous DOM Sanitization: Interface rendering uses the