OTRS

The Open Ticket Request System ( OTRS ) is a ticketing system or communications management system which is often used as a helpdesk system and issue tracking system. OTRS is Free Software released under the GNU Affero General Public License ( AGPL ). OTRS ITSM is the component of the Open Source Business Alliance open source stacks.

General

Using the web-based ticket system OTRS can be any kind of queries (for example, error messages, service and information requests ) structured on the reporting channels e -mail, telephone and customer web front-end capture, classify, store and process. For the unambiguous referencing by the creator of the request - service employees or third parties involved - get the operations with the initial memory operation writes a unique transaction number. The data collected in this way operations (so-called "Tickets" ) can then automatically and / or manually routed for further processing in the responsible areas of responsibility of an organization. The areas of responsibility are established (such as " queues " in German ) in OTRS in the form of so-called queues. The machining progress and status, both the initiator of the message (usually a customer ) and the processor (often referred to as " Agent " with OTRS ) track and influence on their respective web frontend. Escalation and notification mechanisms to support the agents of OTRS in complying with the agreed with the customer service level agreements (SLA), so ensure that response and resolution times can be observed and no operation " lost". In this way, a large volume of inquiries are handled by a few agents without ( lack of transparency, etc., sequential process inputs, lack of classification possibilities ) to reach the limits of traditional email clients.

Further support for agents offers an optionally installable Knowledge Database (FAQ). In it, existing or earned as part of a solution path solution knowledge documented and the agent will be provided for further processing of requests. The information stored in the knowledge database text blocks can be taken in connection with the preparation of responses to the customer in this. Also for customers can deploy this solution knowledge directly via the customer frontend.

Operations to similar causes of problems, OTRS by merging and splitting (from english to split: split ) like operations. Closely related to this function also optionally installable master-slave mechanism, which allows all an original ticket ( the master ) assigned similar tickets is to close ( the slaves ) by the master ticket is closed.

OTRS is an audit-proof and leads to any procedure, a detailed later evaluable history. It also forms the basis for the comprehensive service level reporting across the entire data base of OTRS. To create the reports OTRS has a private statistical and reporting framework.

The control access to the ticket system, its functions, reports, and modules via the granular definable roles and authorization concept in OTRS.

The operation of the web application is done independent of operating systems using a web browser. The user interface is available in multiple languages ​​and can be adapted to an individual corporate design simple.

As an additional, mobile user interface OTRS AG offers an iPhone app for free from the Apple iTunes store, which makes a limited range of functions available specifically for service personnel.

Range

To change version to 3.2 OTRS AG stated that around 110,000 companies would have the total software in use; of the companies represented in the DAX is 60 %.

Related Projects

OTRS Framework as the basis for

• ITIL compliant IT service management solution OTRS ITSM and
• The security and CERT solution for IT security incident handling SIRIOS (up to version 2.4.x ).

Extensions

In addition to the standard functions, there are many extensions on the market, which are often caused by internal needs, and were then released. Extensions are collected and disseminated since March 2011 on the platform " OPAR " (Open Package Repository). OPAR was launched to the sense of open source to promote the free availability of OTRS OTRS modules of four expert programmers ( Renée Baker, Martin Balzarek, Michiel Beijen and Tom Kirchner ). As of April 2011, more than 20 modules are available.

Technology

From the beginning, OTRS is implemented in the programming language Perl. The web interface can be operated much more convenient with the help of JavaScript. Each is accessible from the surface functions are implemented as separate code modules. Therefore OTRS is easy to extend functionality.

The web interface itself is its own template language (DTL, Dynamic Template Language ) provided that allows a flexible output of system data.

Initially, only with a MySQL database in the background, OTRS currently also used PostgreSQL, Ingres, Oracle, and DB2 databases and Microsoft SQL Server. OTRS can be used on all common Unix-like operating systems (Linux, Mac OS X, FreeBSD, etc. ) as well as under MS Windows.

Through various optimizations, such as the use of mod_perl for the Apache Web server, and the separation of web and database server system, the performance of the system can be scaled for large ticket volumes and many processor.

In Unix-like environments OTRS can work closely with system programs such as mail management program Postfix, Sendmail and Procmail filter the mail. On Windows systems, the Simple Mail Transfer Protocol ( SMTP) is used.

History

The OTRS.org project was initiated in 2001 by Martin Edenhofer into life.