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The system is built to allow support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to problems and events inside a company or with its customer base.
Here are some key features of "OTRS":
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
· Web-interface with themes support
· Web-interface 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
· Web-interface 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
· Auto-responders 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 auto-responders per queue
· Ticket history, evolution of ticket status and actions taken on ticket
· Availability 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
What's New in This Release: [ read full changelog ]
· Updated Hungarian translation.
· Updated Danish translation.
· Improved performance of TemplateGenerator.pm.
Via: OTRS 3.1.7 / 2.4.12
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