Difference between revisions of "OTRS"

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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]]
Line 19: Line 19:
| 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:


Line 47: Line 53:
* 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]


Revision as of 19:39, 4 May 2018

OTRS
OTRSLogo.gif
Developer(s) OTRS AG
Initial release February 14, 2003 (2003-02-14)[1]
Written in Perl, Javascript
Operating system Cross-platform
Type Ticket tracking software
License(s) Affero General Public License v3[2]
Website community.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 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

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]

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[9]:

  • 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

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

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

Hardware/software requirements

System requirements for the CE can be found here.

Videos, screenshots, and other media

  • Demonstration videos of OTRS can be found on YouTube.

Entities using OTRS

Further reading

External links

References

  1. ↑ 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. 
  2. ↑ "License - OTRS". OTRS, Inc.. http://www.otrs.com/en/license/. Retrieved 11 March 2012. 
  3. ↑ 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. ↑ 4.0 4.1 "Bio - Martin Edenhofer". Martin Edenhofer. http://edenhofer.de/bio/. Retrieved 11 March 2012. 
  5. ↑ 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. 
  6. ↑ 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. 
  7. ↑ 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. 
  8. ↑ "OTRS History - OTRS". OTRS, Inc.. http://www.otrs.com/en/company/otrs-history/. Retrieved 11 March 2012. 
  9. ↑ "Template:OTRS Community Edition". OTRS AG. Archived from the original on 03 May 2018. https://web.archive.org/web/20180503170951/https://community.otrs.com/. Retrieved 04 May 2018. 
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