OTRS
OTRS is a Web-based help desk and ticket system that provides a tailored set of effective and field-tested features to help service organizations to manage requests more efficiently. It relieves service agents of routine activities and provides a transparent view of the current status of a customer's request at any time. As a framework, it is the fundamental basis of OTRS::ITSM, an ITIL-compliant IT service management solution. It supports MySQL, MS SQL, PosgreSQL, Oracle, and DB2.
| Tags | Communications Email Database Internet Web Dynamic Content Software Development Archiving Telephony CGI Tools/Libraries Office/Business Information Management Issue Tracking |
|---|---|
| Licenses | GPL |
| Operating Systems | Mac OS X POSIX Linux AIX BSD Solaris Unix |
| Implementation | Perl SQL |
Recent releases
- 09 Jul 2009 17:24
Changes: Some minor bugs have been fixed. The translation files have been updated for Polish, French, Persian, and Italian. Furthermore, the single English translation has been split into US, UK, and Canadian English.
- 02 Jul 2009 22:10
Changes: All bugfixes are related to the upcoming WYSIWYG editor and the new dashboard. These features are now ready to use in the intended way. A 27th language, Latvian, has been added.
- 11 Jun 2009 15:13
Changes: An event-based notification management feature was added. This feature allows you to manage event-based notifications to agents, customers, and/or dedicated emails. Events like the creation of a ticket or article, state updates, closing of a ticket, queue updates and the notification content (including known OTRS-placeholders) can be flexibly configured using the Web-based administration interface. Various bugs were fixed.
- 18 May 2009 09:58
Changes: This release provides some minor bugfixes and an updated Norwegian translation.
- 23 Apr 2009 10:27
Changes: The license was changed to the AGPL v3. A Management Dashboard and new reports are included. The Master/Slave feature allows multiple tickets of a similar nature to be linked and handled collectively. Tickets can be written in HTML format and can include inline pictures. A new "out-of-office" feature allows you to notify colleagues and OTRS of the period of your absence. To streamline ticket creation, AJAX-based auto-completion has been implemented in the customer search. New overviews allow personalization. An optimized attachment storage mechanism has been included. SMTPS is supported.
