Difference between revisions of "OTRS"

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

Revision as of 18:21, 14 March 2012

OTRS
OTRSLogo.gif
Developer(s) OTRS AG
Initial release February 14, 2003 (2003-02-14)[1]
Stable release

6.6  (March 13, 2018; 6 years ago (2018-03-13))

[±]
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

OTRS ISTM screenshots

OTRS ISTM online demos

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. 
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