OTRS - Revision history

Shawndouglas: Updated to inactive.

2022-05-11T19:07:20Z

Updated to inactive.

← Older revision		Revision as of 19:07, 11 May 2022
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	}}		}}

	'''OTRS''' or "Open Ticket Request System"<ref name="OSTRStart">{{cite web \|url=http://edenhofer.de/2001/09/start-of-otrs/ \|title=Start of OTRS! \|author=Edenhofer, Martin \|publisher= Martin Edenhofer \|date=2 September 2001 \|accessdate=11 March 2012}}</ref> is ~~an open-source~~ ticket tracking application (sometimes referred to as a "trouble ticket" or "issue tracking" system) developed by OTRS AG and the OTRS Group. The company ~~offers both~~ a free open-source version called "((OTRS)) Community Edition" ~~and a more controlled open-source professional edition simply called "OTRS~~." In addition to their software, the OTRS Group also offers users fee-based hosting, implementation support, and operational support services.		'''OTRS''' or "Open Ticket Request System"<ref name="OSTRStart">{{cite web \|url=http://edenhofer.de/2001/09/start-of-otrs/ \|title=Start of OTRS! \|author=Edenhofer, Martin \|publisher= Martin Edenhofer \|date=2 September 2001 \|accessdate=11 March 2012}}</ref> is a proprietary ticket tracking application (sometimes referred to as a "trouble ticket" or "issue tracking" system) developed by OTRS AG and the OTRS Group. The company originally also offered a free open-source version called "((OTRS)) Community Edition" but discontinued it on January 1, 2021, leaving only its commercial version available. In addition to their software, the OTRS Group also offers users fee-based hosting, implementation support, and operational support services.

	==Product history==		==Product history==
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	August 2005 saw OSTR 2.0 get released, with reportedly more than 12,000 companies and organizations worldwide using the software.<ref>{{cite web \|url=http://www.pro-linux.de/news/1/8462/otrs-20-freigegeben.html \|title=OTRS 2.0 freigegeben \|author=Lindner, Mirko \|publisher=Pro-Linux \|date=1 August 2005 \|accessdate=11 March 2012}}</ref><ref>{{cite web \|url=http://edenhofer.de/2005/08/otrs-2-0-1-klong-jark-beach-released/ \|title=OTRS 2.0.1 (Klong Jark Beach) Released! \|author=Edenhofer, Martin \|publisher= Martin Edenhofer \|date=1 August 2005 \|accessdate=11 March 2012}}</ref> As the popularity of the software continued to grow, the company transitioned into a new entity OTRS AG in October 2007, eventually becoming a multinational company.<ref>{{cite web \|url=http://www.otrs.com/en/company/otrs-history/ \|title=OTRS History - OTRS \|publisher=OTRS, Inc. \|accessdate=11 March 2012}}</ref>		August 2005 saw OSTR 2.0 get released, with reportedly more than 12,000 companies and organizations worldwide using the software.<ref>{{cite web \|url=http://www.pro-linux.de/news/1/8462/otrs-20-freigegeben.html \|title=OTRS 2.0 freigegeben \|author=Lindner, Mirko \|publisher=Pro-Linux \|date=1 August 2005 \|accessdate=11 March 2012}}</ref><ref>{{cite web \|url=http://edenhofer.de/2005/08/otrs-2-0-1-klong-jark-beach-released/ \|title=OTRS 2.0.1 (Klong Jark Beach) Released! \|author=Edenhofer, Martin \|publisher= Martin Edenhofer \|date=1 August 2005 \|accessdate=11 March 2012}}</ref> As the popularity of the software continued to grow, the company transitioned into a new entity OTRS AG in October 2007, eventually becoming a multinational company.<ref>{{cite web \|url=http://www.otrs.com/en/company/otrs-history/ \|title=OTRS History - OTRS \|publisher=OTRS, Inc. \|accessdate=11 March 2012}}</ref>

	In early 2018, OTRS AG announced a series of key changes that would affect both its free open-source and business versions, starting with version 7<ref name="GrunerCommunity18">{{cite web \|url=https://community.otrs.com/ \|archiveurl=https://web.archive.org/web/20180503170951/https://community.otrs.com/ \|title={{OTRS}} Community Edition \|publisher=OTRS AG \|archivedate=03 May 2018 \|accessdate=04 May 2018}}</ref>:		In early 2018, OTRS AG announced a series of key changes that would affect both its free open-source and business versions, starting with version 7<ref name="GrunerCommunity18">{{cite web \|url=https://community.otrs.com/ \|archiveurl=https://web.archive.org/web/20180503170951/https://community.otrs.com/ \|title=((OTRS)) Community Edition \|publisher=OTRS AG \|archivedate=03 May 2018 \|accessdate=04 May 2018}}</ref>:

	* Significant portions of the non-public functionality found in the business product would be integrated into the public OTRS version.		* Significant portions of the non-public functionality found in the business product would be integrated into the public OTRS version.
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	* The company will provide bug fixes to the most recent version of the CE, until a new major release of the CE arrives.		* The company will provide bug fixes to the most recent version of the CE, until a new major release of the CE arrives.
	* Development to OTRS will now be limited to bug fixes of previously released versions via GitHub; adding new features to future versions is only available to paying customers.		* Development to OTRS will now be limited to bug fixes of previously released versions via GitHub; adding new features to future versions is only available to paying customers.

			This plan appears not to have lasted long, as with version 8, support for version 6 stopped. OTRS AG added: "As of January 1, 2021, ((OTRS)) Community Edition 6 will not receive any further security updates.
			It is our constant effort to provide first-class solutions. Therefore security as well as a smooth operations are our priority. For this reason, we will not release a new Community Edition until further notice, but we will focus on the continuous development of OTRS." With that, the open-source community edition appears to have been discontinued.

	==Features==		==Features==
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	* access management		* access management
	* system monitoring		* system monitoring

	~~The difference in features between the Community Edition (CE) and the professional version are not, however, clear.~~

	==Hardware/software requirements==		==Hardware/software requirements==

	~~System requirements for the CE can be found [https://community.otrs.com/download-otrs-community-edition/#tab2 here].~~

	==Videos, screenshots, and other media==		==Videos, screenshots, and other media==
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	==Further reading==		==Further reading==

	* [https://community.otrs.com/open-source/ ((OTRS)) Community Edition Knowledge Base]

	==External links==		==External links==
			* [https://otrs.com/ OTRS commercial page]
	* [https://otrs.com/ OTRS ~~project~~ page]
	* [https://blog.otrs.com/ OTRS blog]
	* [http://forums.otterhub.org/ OTRS community forum]

	==References==		==References==
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	<!---Place all category tags here-->		<!---Place all category tags here-->
	[[Category:~~Customer service software (open source)]]~~		[[Category:Discontinued or abandoned software (open source)]]
	~~[[Category:Software development tool (open source)]]~~
	~~[[Category:Ticket tracking~~ software (open source)]]

Shawndouglas at 19:39, 4 May 2018

2018-05-04T19:39:28Z

← Older revision		Revision as of 19:39, 4 May 2018
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	{{Infobox software		{{Infobox software
	\| name = ((OTRS)) Community Edition and OTRS		\| name = ((OTRS)) Community Edition and OTRS
	\| title = OTRS		\| title = ((OTRS)) Community Edition and OTRS
	\| logo = [[Image:OTRSLogo.gif]]		\| logo = [[Image:OTRSLogo.gif]]
	\| screenshot = <!-- [[File: ]] -->		\| screenshot = <!-- [[File: ]] -->

Shawndouglas: Updated due to recent changes.

2018-05-04T19:39:06Z

Updated due to recent changes.

← Older revision		Revision as of 19:39, 4 May 2018
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	{{Infobox software		{{Infobox software
	\| name = OTRS		\| name = ((OTRS)) Community Edition and OTRS
	\| title = OTRS		\| title = OTRS
	\| logo = [[Image:OTRSLogo.gif]]		\| logo = [[Image:OTRSLogo.gif]]
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	\| genre = Ticket tracking software		\| genre = Ticket tracking software
	\| license = Affero General Public License v3<ref>{{cite web \|url=http://www.otrs.com/en/license/ \|title=License - OTRS \|publisher=OTRS, Inc. \|accessdate=11 March 2012}}</ref>		\| license = Affero General Public License v3<ref>{{cite web \|url=http://www.otrs.com/en/license/ \|title=License - OTRS \|publisher=OTRS, Inc. \|accessdate=11 March 2012}}</ref>
	\| website = [~~http~~://~~www~~.otrs.com/~~en/ OTRS~~.com]		\| website = [https://community.otrs.com/ community.otrs.com]
	}}		}}

	'''OTRS''' or "Open Ticket Request System"<ref name="OSTRStart">{{cite web \|url=http://edenhofer.de/2001/09/start-of-otrs/ \|title=Start of OTRS! \|author=Edenhofer, Martin \|publisher= Martin Edenhofer \|date=2 September 2001 \|accessdate=11 March 2012}}</ref> is an open-source ticket tracking application (sometimes referred to as a "trouble ticket" or "issue tracking" system) developed by OTRS AG and the OTRS Group. The company ~~also markets~~ a ~~secondary product~~ called OTRS ~~ITSM (Information Technology Service Management~~)~~, designed as~~ a ~~set of information technology (IT) management tools~~. In addition to their ~~OTRS~~ software, the OTRS Group also offers users fee-based hosting, implementation support, and operational support services.		'''OTRS''' or "Open Ticket Request System"<ref name="OSTRStart">{{cite web \|url=http://edenhofer.de/2001/09/start-of-otrs/ \|title=Start of OTRS! \|author=Edenhofer, Martin \|publisher= Martin Edenhofer \|date=2 September 2001 \|accessdate=11 March 2012}}</ref> is an open-source ticket tracking application (sometimes referred to as a "trouble ticket" or "issue tracking" system) developed by OTRS AG and the OTRS Group. The company offers both a free open-source version called "((OTRS)) Community Edition" and a more controlled open-source professional edition simply called "OTRS." In addition to their software, the OTRS Group also offers users fee-based hosting, implementation support, and operational support services.

	==Product history==		==Product history==

	Open source pioneer Martin Edenhofer planted the first seeds of the OSTR project on September 2, 2001 after talking to colleague Sebastian Wormser about the lack of an open source ticket tracking application.<ref name="OSTRStart" /> Edenhofer began programming on OSTR two months later, quickly producing a beta version by March 2002.<ref name="EdenBio">{{cite web \|url=http://edenhofer.de/bio/ \|title=Bio - Martin Edenhofer \|publisher=Martin Edenhofer \|accessdate=11 March 2012}}</ref> On February 14, 2003, Edenhofer released the first stable release of OSTR (version 1.0).<ref name="OTRSFirstStable" /> Seeing a market for services to his product (then at version 1.1.3) Edenhofer and other developers decided to create a company — OTRS GmbH — in October 2003.<ref>{{cite web \|url=http://www.pro-linux.de/news/1/6064/trouble-ticket-system-otrs-mit-kommerziellem-support.html \|title=Trouble Ticket System OTRS mit kommerziellem Support \|author=Baader, Hans-Joachim \|publisher=Pro-Linux \|date=14 October 2003 \|accessdate=11 March 2012}}</ref><ref name="EdenBio" />		Open source pioneer Martin Edenhofer planted the first seeds of the OSTR project on September 2, 2001 after talking to colleague Sebastian Wormser about the lack of an open source ticket tracking application.<ref name="OSTRStart" /> Edenhofer began programming on OSTR two months later, quickly producing a beta version by March 2002.<ref name="EdenBio">{{cite web \|url=http://edenhofer.de/bio/ \|title=Bio - Martin Edenhofer \|publisher=Martin Edenhofer \|accessdate=11 March 2012}}</ref> On February 14, 2003, Edenhofer released the first stable release of OSTR (version 1.0).<ref name="OTRSFirstStable" /> Seeing a market for services to his product (then at version 1.1.3) Edenhofer and other developers decided to create a company — OTRS GmbH — in October 2003.<ref>{{cite web \|url=http://www.pro-linux.de/news/1/6064/trouble-ticket-system-otrs-mit-kommerziellem-support.html \|title=Trouble Ticket System OTRS mit kommerziellem Support \|author=Baader, Hans-Joachim \|publisher=Pro-Linux \|date=14 October 2003 \|accessdate=11 March 2012}}</ref><ref name="EdenBio" />

	August 2005 saw OSTR 2.0 get released, with reportedly more than 12,000 companies and organizations worldwide using the software.<ref>{{cite web \|url=http://www.pro-linux.de/news/1/8462/otrs-20-freigegeben.html \|title=OTRS 2.0 freigegeben \|author=Lindner, Mirko \|publisher=Pro-Linux \|date=1 August 2005 \|accessdate=11 March 2012}}</ref><ref>{{cite web \|url=http://edenhofer.de/2005/08/otrs-2-0-1-klong-jark-beach-released/ \|title=OTRS 2.0.1 (Klong Jark Beach) Released! \|author=Edenhofer, Martin \|publisher= Martin Edenhofer \|date=1 August 2005 \|accessdate=11 March 2012}}</ref> As the popularity of the software continued to grow, the company transitioned into a new entity OTRS AG in October 2007, eventually becoming a multinational company.<ref>{{cite web \|url=http://www.otrs.com/en/company/otrs-history/ \|title=OTRS History - OTRS \|publisher=OTRS, Inc. \|accessdate=11 March 2012}}</ref>		August 2005 saw OSTR 2.0 get released, with reportedly more than 12,000 companies and organizations worldwide using the software.<ref>{{cite web \|url=http://www.pro-linux.de/news/1/8462/otrs-20-freigegeben.html \|title=OTRS 2.0 freigegeben \|author=Lindner, Mirko \|publisher=Pro-Linux \|date=1 August 2005 \|accessdate=11 March 2012}}</ref><ref>{{cite web \|url=http://edenhofer.de/2005/08/otrs-2-0-1-klong-jark-beach-released/ \|title=OTRS 2.0.1 (Klong Jark Beach) Released! \|author=Edenhofer, Martin \|publisher= Martin Edenhofer \|date=1 August 2005 \|accessdate=11 March 2012}}</ref> As the popularity of the software continued to grow, the company transitioned into a new entity OTRS AG in October 2007, eventually becoming a multinational company.<ref>{{cite web \|url=http://www.otrs.com/en/company/otrs-history/ \|title=OTRS History - OTRS \|publisher=OTRS, Inc. \|accessdate=11 March 2012}}</ref>

			In early 2018, OTRS AG announced a series of key changes that would affect both its free open-source and business versions, starting with version 7<ref name="GrunerCommunity18">{{cite web \|url=https://community.otrs.com/ \|archiveurl=https://web.archive.org/web/20180503170951/https://community.otrs.com/ \|title={{OTRS}} Community Edition \|publisher=OTRS AG \|archivedate=03 May 2018 \|accessdate=04 May 2018}}</ref>:

			* Significant portions of the non-public functionality found in the business product would be integrated into the public OTRS version.
			* The public (free open-source) OTRS version will be renamed to "((OTRS)) Community Edition" (CE).
			* New versions of OTRS (which is now the name of the professional/business version) will be made available to paying customer first, "then several years later to the public."
			* A separate site will be maintained for the CE.
			* The company will provide bug fixes to the most recent version of the CE, until a new major release of the CE arrives.
			* Development to OTRS will now be limited to bug fixes of previously released versions via GitHub; adding new features to future versions is only available to paying customers.

	==Features==		==Features==

	===OTRS===		===OTRS===

	Key features of the OTRS software include:		Key features of the OTRS software include:

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	* system monitoring		* system monitoring

	~~For more about these~~ features~~, see~~ the ~~[http://www.otrs.com/en/products/otrs-help-desk/features/ OTRS features page].~~		The difference in features between the Community Edition (CE) and the professional version are not, however, clear.

	~~===OTRS ITSM===~~

	~~Key features of~~ the ~~OTRS IT Service Management software include:~~

	* incident management
	* problem management
	* change management
	* knowledge management
	* service asset and configuration management
	* request fulfillment

	~~For more about these features~~, ~~see the [http://www.otrs.com/en/products/otrs-itsm/features/ OTRS ITSM features page]~~.

	==Hardware/software requirements==		==Hardware/software requirements==

	System requirements for ~~OTRS~~ can be found [~~http~~://~~www~~.otrs.com/~~en/products/otrs~~-~~help-desk/features/system-requirements/ here].~~		System requirements for the CE can be found [https://community.otrs.com/download-otrs-community-edition/#tab2 here].

	~~All system requirements for OTRS ITSM can be found [http://www.otrs.com/en/products/~~otrs-~~itsm/features/system~~-~~requirements~~/ here].

	==Videos, screenshots, and other media==		==Videos, screenshots, and other media==

	~~Links to numerous screenshots and several demos~~ can be found on ~~the project website:~~		* Demonstration videos of OTRS can be found on [https://www.youtube.com/user/OTRSGroup/videos YouTube].

	~~[http://www.otrs.com/en/products/help-desk/screenshots/ OTRS and the OTRS iPhone app screenshots]~~

	~~[http://www.otrs.com/en/products/help-desk/online-demo/ OTRS and the OTRS iPhone app demos]~~

	[~~http~~://www.~~otrs~~.com/~~en/products/itsm~~/~~screenshots~~/ ~~OTRS ISTM screenshots~~]

	~~[http://www~~.~~otrs.com/products/itsm/online-demo/ OTRS ISTM online demos]~~

	==Entities using OTRS==		==Entities using OTRS==

	~~Examples of entities that use the open-source or commercial version of OTRS include:~~

	Amnesty International, Boeing, [[Bruker Corporation\|Bruker AXS]], CERN, City of Stuttgart, College of Osteopathic Medicine of the Pacific, Ericsson, Eurofins Scientific, European Space Agency, Fujitsu, Hapag-Lloyd, Max Planck Institute for Human Cognitive and Brain Sciences, NASA, New York State Department of Civil Service, Nokia, Opera Software, Philips, Porsche, Rhino Equipment, Siemens, Telefónica Europe, [[Thermo Scientific\|Thermo Fisher Scientific]], University of Florida, University of Innsbruck, Viasys Healthcare, Washington State University

	~~A full directory of OTRS users can be found at the [http://www.otrs.com/en/customers/ OTRS website].~~

	==Further reading==		==Further reading==

	* ~~{{cite web \|url=http~~://~~doc~~.otrs.~~org~~/~~3.1/en/html/ \|title=OTRS administrator and user documentation \|publisher=OTRS Team}}~~		* [https://community.otrs.com/open-source/ ((OTRS)) Community Edition Knowledge Base]
	* {{cite web \|url=http://edenhofer.de/ ~~\|title=~~OTRS ~~founder Martin Edenhofer's blog \|publisher=Martin Edenhofer}}~~

	==External links==		==External links==

	* [~~http~~://~~www.~~otrs.com~~/en~~/ OTRS project page]		* [https://otrs.com/ OTRS project page]
	* [~~http~~://blog.otrs.~~org~~/ OTRS ~~community~~ blog]		* [https://blog.otrs.com/ OTRS blog]
	* [http://forums.otterhub.org/ OTRS community forum]		* [http://forums.otterhub.org/ OTRS community forum]

Shawndouglas: Added cat.

2012-03-23T18:44:15Z

Added cat.

← Older revision		Revision as of 18:44, 23 March 2012
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	<!---Place all category tags here-->		<!---Place all category tags here-->
	[[Category:Customer service software (open source)]]		[[Category:Customer service software (open source)]]
			[[Category:Software development tool (open source)]]
	[[Category:Ticket tracking software (open source)]]		[[Category:Ticket tracking software (open source)]]

Shawndouglas: Added users.

2012-03-20T18:02:55Z

Added users.

← Older revision		Revision as of 18:02, 20 March 2012
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	[http://www.otrs.com/products/itsm/online-demo/ OTRS ISTM online demos]		[http://www.otrs.com/products/itsm/online-demo/ OTRS ISTM online demos]

			==Entities using OTRS==

			Examples of entities that use the open-source or commercial version of OTRS include:

			Amnesty International, Boeing, [[Bruker Corporation\|Bruker AXS]], CERN, City of Stuttgart, College of Osteopathic Medicine of the Pacific, Ericsson, Eurofins Scientific, European Space Agency, Fujitsu, Hapag-Lloyd, Max Planck Institute for Human Cognitive and Brain Sciences, NASA, New York State Department of Civil Service, Nokia, Opera Software, Philips, Porsche, Rhino Equipment, Siemens, Telefónica Europe, [[Thermo Scientific\|Thermo Fisher Scientific]], University of Florida, University of Innsbruck, Viasys Healthcare, Washington State University

			A full directory of OTRS users can be found at the [http://www.otrs.com/en/customers/ OTRS website].

	==Further reading==		==Further reading==

Shawndouglas: Added content and additional cat.

2012-03-14T18:21:35Z

Added content and additional cat.

← Older revision		Revision as of 18:21, 14 March 2012
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	==Features==		==Features==

			===OTRS===

			Key features of the OTRS software include:

			* ticket management
			* knowledge management
			* self-service portal
			* service catalog and documentation
			* time accounting
			* reporting
			* customer surveying
			* iPhone support
			* access management
			* system monitoring

			For more about these features, see the [http://www.otrs.com/en/products/otrs-help-desk/features/ OTRS features page].

			===OTRS ITSM===

			Key features of the OTRS IT Service Management software include:

			* incident management
			* problem management
			* change management
			* knowledge management
			* service asset and configuration management
			* request fulfillment

			For more about these features, see the [http://www.otrs.com/en/products/otrs-itsm/features/ OTRS ITSM features page].

	==Hardware/software requirements==		==Hardware/software requirements==

			System requirements for OTRS can be found [http://www.otrs.com/en/products/otrs-help-desk/features/system-requirements/ here].

			All system requirements for OTRS ITSM can be found [http://www.otrs.com/en/products/otrs-itsm/features/system-requirements/ here].

	==Videos, screenshots, and other media==		==Videos, screenshots, and other media==

			Links to numerous screenshots and several demos can be found on the project website:

			[http://www.otrs.com/en/products/help-desk/screenshots/ OTRS and the OTRS iPhone app screenshots]

			[http://www.otrs.com/en/products/help-desk/online-demo/ OTRS and the OTRS iPhone app demos]

			[http://www.otrs.com/en/products/itsm/screenshots/ OTRS ISTM screenshots]

			[http://www.otrs.com/products/itsm/online-demo/ OTRS ISTM online demos]

	==Further reading==		==Further reading==

	*		* {{cite web \|url=http://doc.otrs.org/3.1/en/html/ \|title=OTRS administrator and user documentation \|publisher=OTRS Team}}
			* {{cite web \|url=http://edenhofer.de/ \|title=OTRS founder Martin Edenhofer's blog \|publisher=Martin Edenhofer}}

	==External links==		==External links==

	*		* [http://www.otrs.com/en/ OTRS project page]
	*		* [http://blog.otrs.org/ OTRS community blog]
	*		* [http://forums.otterhub.org/ OTRS community forum]

	==References==		==References==
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	<!---Place all category tags here-->		<!---Place all category tags here-->
	[[Category:Customer service software (open source)]]		[[Category:Customer service software (open source)]]
			[[Category:Ticket tracking software (open source)]]

Shawndouglas: /* Product history */ Corrected phrasing.

2012-03-11T23:13:56Z

Product history: Corrected phrasing.

← Older revision		Revision as of 23:13, 11 March 2012
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	Open source pioneer Martin Edenhofer planted the first seeds of the OSTR project on September 2, 2001 after talking to colleague Sebastian Wormser about the lack of an open source ticket tracking application.<ref name="OSTRStart" /> Edenhofer began programming on OSTR two months later, quickly producing a beta version by March 2002.<ref name="EdenBio">{{cite web \|url=http://edenhofer.de/bio/ \|title=Bio - Martin Edenhofer \|publisher=Martin Edenhofer \|accessdate=11 March 2012}}</ref> On February 14, 2003, Edenhofer released the first stable release of OSTR (version 1.0).<ref name="OTRSFirstStable" /> Seeing a market for services to his product (then at version 1.1.3) Edenhofer and other developers decided to create a company — OTRS GmbH — in October 2003.<ref>{{cite web \|url=http://www.pro-linux.de/news/1/6064/trouble-ticket-system-otrs-mit-kommerziellem-support.html \|title=Trouble Ticket System OTRS mit kommerziellem Support \|author=Baader, Hans-Joachim \|publisher=Pro-Linux \|date=14 October 2003 \|accessdate=11 March 2012}}</ref><ref name="EdenBio" />		Open source pioneer Martin Edenhofer planted the first seeds of the OSTR project on September 2, 2001 after talking to colleague Sebastian Wormser about the lack of an open source ticket tracking application.<ref name="OSTRStart" /> Edenhofer began programming on OSTR two months later, quickly producing a beta version by March 2002.<ref name="EdenBio">{{cite web \|url=http://edenhofer.de/bio/ \|title=Bio - Martin Edenhofer \|publisher=Martin Edenhofer \|accessdate=11 March 2012}}</ref> On February 14, 2003, Edenhofer released the first stable release of OSTR (version 1.0).<ref name="OTRSFirstStable" /> Seeing a market for services to his product (then at version 1.1.3) Edenhofer and other developers decided to create a company — OTRS GmbH — in October 2003.<ref>{{cite web \|url=http://www.pro-linux.de/news/1/6064/trouble-ticket-system-otrs-mit-kommerziellem-support.html \|title=Trouble Ticket System OTRS mit kommerziellem Support \|author=Baader, Hans-Joachim \|publisher=Pro-Linux \|date=14 October 2003 \|accessdate=11 March 2012}}</ref><ref name="EdenBio" />

	August 2005 saw OSTR 2.0 get released, with reportedly more than 12,000 companies and organizations worldwide using the software.<ref>{{cite web \|url=http://www.pro-linux.de/news/1/8462/otrs-20-freigegeben.html \|title=OTRS 2.0 freigegeben \|author=Lindner, Mirko \|publisher=Pro-Linux \|date=1 August 2005 \|accessdate=11 March 2012}}</ref><ref>{{cite web \|url=http://edenhofer.de/2005/08/otrs-2-0-1-klong-jark-beach-released/ \|title=OTRS 2.0.1 (Klong Jark Beach) Released! \|author=Edenhofer, Martin \|publisher= Martin Edenhofer \|date=1 August 2005 \|accessdate=11 March 2012}}</ref> As the popularity of the software continued to grow, the company transitioned into a new entity in October 2007~~: OTRS AG~~, eventually becoming a multinational company.<ref>{{cite web \|url=http://www.otrs.com/en/company/otrs-history/ \|title=OTRS History - OTRS \|publisher=OTRS, Inc. \|accessdate=11 March 2012}}</ref>		August 2005 saw OSTR 2.0 get released, with reportedly more than 12,000 companies and organizations worldwide using the software.<ref>{{cite web \|url=http://www.pro-linux.de/news/1/8462/otrs-20-freigegeben.html \|title=OTRS 2.0 freigegeben \|author=Lindner, Mirko \|publisher=Pro-Linux \|date=1 August 2005 \|accessdate=11 March 2012}}</ref><ref>{{cite web \|url=http://edenhofer.de/2005/08/otrs-2-0-1-klong-jark-beach-released/ \|title=OTRS 2.0.1 (Klong Jark Beach) Released! \|author=Edenhofer, Martin \|publisher= Martin Edenhofer \|date=1 August 2005 \|accessdate=11 March 2012}}</ref> As the popularity of the software continued to grow, the company transitioned into a new entity OTRS AG in October 2007, eventually becoming a multinational company.<ref>{{cite web \|url=http://www.otrs.com/en/company/otrs-history/ \|title=OTRS History - OTRS \|publisher=OTRS, Inc. \|accessdate=11 March 2012}}</ref>

	==Features==		==Features==

Shawndouglas: Created stub.

2012-03-11T23:13:02Z

Created stub.

New page

{{Infobox software
| name = OTRS
| title = OTRS
| logo = [[Image:OTRSLogo.gif]]
| screenshot = 
| caption =
| collapsible =
| author =
| developer = OTRS AG
| released = {{Start date|2003|02|14}}<ref name="OTRSFirstStable">{{cite web |url=http://edenhofer.de/2003/02/release-of-otrs-1-0-codename-sunset-beach/ |title=Release of OTRS 1.0 (codename Sunset Beach) |author=Edenhofer, Martin |publisher=Martin Edenhofer |date=14 February 2003 |accessdate=11 March 2012}}</ref>
| discontinued =
| frequently updated = yes
| programming language = Perl, Javascript
| operating system = Cross-platform
| platform =
| size =
| language =
| status =
| genre = Ticket tracking software
| license = Affero General Public License v3<ref>{{cite web |url=http://www.otrs.com/en/license/ |title=License - OTRS |publisher=OTRS, Inc. |accessdate=11 March 2012}}</ref>
| website = [http://www.otrs.com/en/ OTRS.com]
}}

'''OTRS''' or "Open Ticket Request System"<ref name="OSTRStart">{{cite web |url=http://edenhofer.de/2001/09/start-of-otrs/ |title=Start of OTRS! |author=Edenhofer, Martin |publisher= Martin Edenhofer |date=2 September 2001 |accessdate=11 March 2012}}</ref> is an open-source ticket tracking application (sometimes referred to as a "trouble ticket" or "issue tracking" system) developed by OTRS AG and the OTRS Group. The company also markets a secondary product called OTRS ITSM (Information Technology Service Management), designed as a set of information technology (IT) management tools. In addition to their OTRS software, the OTRS Group also offers users fee-based hosting, implementation support, and operational support services.

==Product history==

Open source pioneer Martin Edenhofer planted the first seeds of the OSTR project on September 2, 2001 after talking to colleague Sebastian Wormser about the lack of an open source ticket tracking application.<ref name="OSTRStart" /> Edenhofer began programming on OSTR two months later, quickly producing a beta version by March 2002.<ref name="EdenBio">{{cite web |url=http://edenhofer.de/bio/ |title=Bio - Martin Edenhofer |publisher=Martin Edenhofer |accessdate=11 March 2012}}</ref> On February 14, 2003, Edenhofer released the first stable release of OSTR (version 1.0).<ref name="OTRSFirstStable" /> Seeing a market for services to his product (then at version 1.1.3) Edenhofer and other developers decided to create a company — OTRS GmbH — in October 2003.<ref>{{cite web |url=http://www.pro-linux.de/news/1/6064/trouble-ticket-system-otrs-mit-kommerziellem-support.html |title=Trouble Ticket System OTRS mit kommerziellem Support |author=Baader, Hans-Joachim |publisher=Pro-Linux |date=14 October 2003 |accessdate=11 March 2012}}</ref><ref name="EdenBio" />

August 2005 saw OSTR 2.0 get released, with reportedly more than 12,000 companies and organizations worldwide using the software.<ref>{{cite web |url=http://www.pro-linux.de/news/1/8462/otrs-20-freigegeben.html |title=OTRS 2.0 freigegeben |author=Lindner, Mirko |publisher=Pro-Linux |date=1 August 2005 |accessdate=11 March 2012}}</ref><ref>{{cite web |url=http://edenhofer.de/2005/08/otrs-2-0-1-klong-jark-beach-released/ |title=OTRS 2.0.1 (Klong Jark Beach) Released! |author=Edenhofer, Martin |publisher= Martin Edenhofer |date=1 August 2005 |accessdate=11 March 2012}}</ref> As the popularity of the software continued to grow, the company transitioned into a new entity in October 2007: OTRS AG, eventually becoming a multinational company.<ref>{{cite web |url=http://www.otrs.com/en/company/otrs-history/ |title=OTRS History - OTRS |publisher=OTRS, Inc. |accessdate=11 March 2012}}</ref>

==Features==

==Hardware/software requirements==

==Videos, screenshots, and other media==

==Further reading==

*

==External links==

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==References==
<references />


[[Category:Customer service software (open source)]]