Publisher review:OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails.
The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries.
Features:
Web-Interface:
- Agent web interface for viewing and working on all customer requests
- Admin web interface for changing system things
- Customer web interface for viewing and sending infos to the agents
- Webinterface with themes support
- Webinterface with Single sign on (e. g. HTTPBasicAuth or LogonTickets)
- Multi language support (Brazilian Portuguese, Bulgarian, Czech, Dutch, English, Finnish, French, German, Italian, Polish, Portuguese, Russian and Spanish)
- customize the output templates (dtl) release independently
- Webinterface with multi attachment support
- easy and logical to use
Email-Interface:
- MIME support (attachments)
- PGP support
- SMIME support
- dispatching of incoming email via email addess or x-header
- autoresponders for customers by incoming emails (per queue)
- auto convert of incoming html only emails to text/plain (to get it easier searchable)
- email-notification to the agent by new tickets, follow ups or lock timeouts
- follow up check based on references and in-reply-to header
Ticket:
- custom queue view and queue view of all requests
- Ticket locking
- Ticket replies (standard responses)
- Ticket autoresponders per queue
- Ticket history, evolution of ticket status and actions taken on ticket
- abaility to add notes (with different note types) to a ticket
- Ticket zoom feature
- Tickets can be bounced or forwarded to other email addresses
- Ticket can be moved to a different queue (this is helpful if emails are for a specific subject)
- Ticket priority
- Ticket time accounting
- Ticket print view
- Ticket pending feature
- Ticket bulk feature
- Ticket hook divider
- Ticket event module layer
- Generic agent to do automatically actions on tickets (based on scheduled jobs)
- content fulltext search
- Ticket ACL support
- Ticket workflow feature
System:
- ASP (activ service providing) support
- Calendar / WorkingTime support for time calculations (SLA)
- Customer Source can be used from a SQL databases or LDAP (e. g. eDirectory, AD, OpenLDAP)
- TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#'
- Ticket number format free setable
- database xml interface (driver for different databases)
- database layer, support of different SQL databases (e. g. MySQL, PostgeSQL, MaxDB/SAPDB, Oracle and DB2)
- a stats framework
- utf-8 support for frontend and backend
- OTRS web package manager (to install applications like calendar or filemanager)
- agent authentication against database, ldap, httpauth or radius
- customer authentication against database, ldap, httpauth or radius
- creation and configuration of user accounts, groups and roles
- creation of standard responses
- creation of sub queue
- signature configuration per queue
- salutation configuration per queue
- email-notification of administrators
- email-notification sent to problem reporter (by create, locked, deleted, moved and closed)
- submitting update-info (via email or webinterface)
- deadlines for trouble tickets
- global TimeZone feature
- Web config editor
- Link support of objects link tickets, faqs, ...
- different levels of permissions/access-rights
- easy to develope you own addon's (OTRS API)
- easy to write different frontends (e. g. X11, console, ...)
- a fast and usefull application
Requirements: · Perl 5 or later · LDAPv2-compliant server, DBI, DBD::mysql, Digest::MD5, MIME::Base64, Net::DNS · Net::LDAP (for using LDAP), GD, GD::Text, GD::Graph, GD::Graph::lines, GD::Text::Align
OTRS 3.3.9 is a Perl script for Other scripts design by Martin Edenhofer.
It runs on following operating system: Windows / Linux / Mac OS / BSD / Solaris and has as system requierments: LDAPv2-compliant server, DBI, DBD::mysql, Digest::MD5, MIME::Base64, Net::DNS
Net::LDAP (for using LDAP), GD, GD::Text, GD::Graph, GD::Graph::lines, GD::Text::Align
Perl 5 or later
.
OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails.
Requirements: LDAPv2-compliant server, DBI, DBD::mysql, Digest::MD5, MIME::Base64, Net::DNS
Net::LDAP (for using LDAP), GD, GD::Text, GD::Graph, GD::Graph::lines, GD::Text::Align
Perl 5 or later
Operating system:Windows / Linux / Mac OS / BSD / Solaris
OTRS 3.3.9 script details 
