This extension allows the agent to select two or more tickets. The case logs, callers and other related info (for instance linked contacts, functional CIs, attachments, …) can be merged into the target ticket.

This feature also comes with triggers, so users can be notified that their questions have been put into one single ticket and they should use the target ticket’s reference.

Use cases:

• Users sending follow-up information (without ticket reference), resulting in multiple tickets (especially when tickets are created from e-mails)
• Other recipients replying to an e-mail (without ticket reference) which was initially sent to the service desk and other recipients
• …

The action sends data to a Syslog server, and works similarly to the e-mail notifications or webhooks.

It can use any placeholders that the trigger providers.
Most triggers provide at least some information on the iTop object to which the trigger was linked; as well as current user and current contact info.

On a typical syslog server (for instance using rsyslog on Ubuntu), the entry looks like this:

Jun 25 09:34:52 ltJeffrey2024 iTop [contact-id="1"] [object-class="PC"] [object-id="1"] Auditing: Jeffrey Bostoen (ID 1) updated PC PC-01 (ID 1)

While in full edit mode, the user can draw a signature.
This signature is stored as a SVG image.

A popular use case is to enable customers to sign work orders.

Currently, only the console (back end for agents) is supported. It works on mobile devices too.
If your use case requires this functionality in the front end, reach out to discuss development.

Security has always been a top priority. This extension is innovative, and continues to be actively developed. 
It was the first to offer multi-factor authentication and web authentication for the iTop free iTop Community Edition, and continues to offer the most options.

Authentication

Multi-Factor Authentication

Securely sign into iTop with multi-factor authentication, using:

• A code generated by an app of your choice (any classic authenticator app such as Google and Microsoft Authenticator, quite a few modern password managers such as 1Login or BitWarden, …).
• Or as an iTop administrator, configure iTop to send a message (using a trigger) to the user containing the OTP code. Most commonly, this would be done by e-mail. But it is possible to for example send the code in an SMS message when using a third-party API.
  The extension has no external dependencies and works perfectly with internal iTop users, so no need to set up a SAML or OpenID integration. However, the multi-factor layer could also be enabled on top of those authentication flows.

To balance security and user friendliness, there are options to whitelist IP addresses and remember the browser for a certain amount of days before the user is prompted again. 

It’s possible to have different TOTP configurations in place, assigned to different people.

Passkeys (WebAuthn)

Enable Web Authentication for iTop users. They can register a passkey and save it in a password manager (such as BitWarden, 1Password, …), or Microsoft Windows Hello, or any other suitable physical device or software application.

On the classic iTop login screen; users can then simply click a button to sign in with this passkey instead. Passkeys are more secure and a faster way to sign in!

This comes with some standard options.

Passwordless sign-in (magic link)

Allow your users to sign in using a magic link as primary or secondary sign-in factor.

In case of primary sign-in factor: users only need to enter their e-mail address or username; and iTop can send a sign-in link to them.

Recovery codes

Use recovery codes as primary or secondary sign-in factor. 

Compliance

Audit authentication

When auditing is enabled, info about a user’s session is stored for the specified amount of time. 
It can track when and for how long users are signed in, from which IP, from which browser, …

Policies

Show policies to accept before any visitor will even see the login screen; or before any user can access iTop after initial authentication.

Think of policies relating to cookies, GDPR, company guidelines, …

Sign-in Protection

Lockout

Prevent brute-force attacks. Lock out accounts automatically for a while after a certain amount of failed login attempts within a certain interval. 

It comes with exponential backoff options too.

ReCAPTCHA

Set up an integration with Google’s ReCAPTCHA.

Extra triggers

Almost each feature brings specific security events.

There is one new trigger, which allows administrators to execute actions as soon as a certain security event occurs.

For example; send info to a Syslog server; send an OTP-code to a user; …

• Enable tag sets through datamodel XML (still recommended!) or alternatively through the iTop configuration file.
• Share the same tags throughout different tag sets and object classes.
• Instantly create new tags from a tag set.
• Visual indicators: it’s possible to assign tags or tag categories a color.
• Tags can have a specific rank; so your most important tags appear first.
• Much more.

Tags have the following attributes:

This extension ships with a color picker, allowing you to pick colors in various ways (pick from screen, enter HEX/RGB/HSL value, pick from color swatch, … ).

Product video