Difference between revisions of "OTRS"
Shawndouglas (talk | contribs) (Added users.) |
Shawndouglas (talk | contribs) m (Added cat.) |
||
| Line 104: | Line 104: | ||
<!---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)]] | ||
Revision as of 18:44, 23 March 2012
 | |
| Developer(s) | OTRS AG |
|---|---|
| Initial release | February 14, 2003[1] |
| Stable release |
6.6 (March 13, 2018) [±] |
| Preview release | none [±] |
| Written in | Perl, Javascript |
| Operating system | Cross-platform |
| Type | Ticket tracking software |
| License(s) | Affero General Public License v3[2] |
| Website | OTRS.com |
OTRS or "Open Ticket Request System"[3] 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.[3] Edenhofer began programming on OSTR two months later, quickly producing a beta version by March 2002.[4] On February 14, 2003, Edenhofer released the first stable release of OSTR (version 1.0).[1] 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.[5][4]
August 2005 saw OSTR 2.0 get released, with reportedly more than 12,000 companies and organizations worldwide using the software.[6][7] 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.[8]
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 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 OTRS ITSM features page.
Hardware/software requirements
System requirements for OTRS can be found here.
All system requirements for OTRS ITSM can be found here.
Videos, screenshots, and other media
Links to numerous screenshots and several demos can be found on the project website:
OTRS and the OTRS iPhone app screenshots
OTRS and the OTRS iPhone app demos
Entities using OTRS
Examples of entities that use the open-source or commercial version of OTRS include:
Amnesty International, Boeing, 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 Fisher Scientific, University of Florida, University of Innsbruck, Viasys Healthcare, Washington State University
A full directory of OTRS users can be found at the OTRS website.
Further reading
- "OTRS founder Martin Edenhofer's blog". Martin Edenhofer. http://edenhofer.de/.
External links
References
- ↑ 1.0 1.1 Edenhofer, Martin (14 February 2003). "Release of OTRS 1.0 (codename Sunset Beach)". Martin Edenhofer. http://edenhofer.de/2003/02/release-of-otrs-1-0-codename-sunset-beach/. Retrieved 11 March 2012.
- ↑ "License - OTRS". OTRS, Inc.. http://www.otrs.com/en/license/. Retrieved 11 March 2012.
- ↑ 3.0 3.1 Edenhofer, Martin (2 September 2001). "Start of OTRS!". Martin Edenhofer. http://edenhofer.de/2001/09/start-of-otrs/. Retrieved 11 March 2012.
- ↑ 4.0 4.1 "Bio - Martin Edenhofer". Martin Edenhofer. http://edenhofer.de/bio/. Retrieved 11 March 2012.
- ↑ Baader, Hans-Joachim (14 October 2003). "Trouble Ticket System OTRS mit kommerziellem Support". Pro-Linux. http://www.pro-linux.de/news/1/6064/trouble-ticket-system-otrs-mit-kommerziellem-support.html. Retrieved 11 March 2012.
- ↑ Lindner, Mirko (1 August 2005). "OTRS 2.0 freigegeben". Pro-Linux. http://www.pro-linux.de/news/1/8462/otrs-20-freigegeben.html. Retrieved 11 March 2012.
- ↑ Edenhofer, Martin (1 August 2005). "OTRS 2.0.1 (Klong Jark Beach) Released!". Martin Edenhofer. http://edenhofer.de/2005/08/otrs-2-0-1-klong-jark-beach-released/. Retrieved 11 March 2012.
- ↑ "OTRS History - OTRS". OTRS, Inc.. http://www.otrs.com/en/company/otrs-history/. Retrieved 11 March 2012.
