OTRS/otrs

This repository has been archived on 27/Jan/2021
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OTRS/otrs

OTRS

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((OTRS)) Community Edition is one of the most flexible web-based ticketing systems used for Customer Service, Help Desk, IT Service Management. Please note that ((OTRS)) Community Edition offers limited OTRS functionality.

What is ((OTRS)) Community Edition?

((OTRS)) Community Edition is one of the most flexible web-based ticketing systems used for Customer Service, Help Desk, IT Service Management. With a fast implementation and easy customization to your needs it helps you reducing costs and increasing the efficiency and transparency of your business communication. Please note that ((OTRS)) Community Edition offers limited OTRS functionality.

You can find a list of features in the online documentation.

License

It is distributed under the GNU General Public License - see the accompanying COPYING file for more details.

Documentation

You can find documentation online. The source code of OTRS and its public extension modules is available on github.

Professional Services for OTRS

Whether you need help in configuring or customizing OTRS or you want to be on the safe side, don't hesitate to contact us: We offer a wide range of professional services such as world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed service.

We offer best professional support from the OTRS team, reliable OTRS security and regular free updates as well as an exclusive set of additional Business Features that you can flexibly activate or deactivate according to different deployment scenarios.

The OTRS Group offers specific training programs in different countries. You can either participate in one of our public OTRS Administrator training seminars which take place regularly, or benefit from an inhouse training seminar that covers all the specific needs of your company.

Software requirements

Perl

Perl 5.16.0 or higher

Webserver

Apache2 + mod_perl2 or higher (recommended)
Webserver with CGI support (CGI is not recommended)

Databases

MySQL 5.0 or higher (MySQL 8+ is not supported)
MariaDB
PostgreSQL 9.2 or higher
Oracle 10g or higher (OTRS 9 will not support Oracle as application database anymore)

Browsers

Use a modern web browser.
These browsers are not supported:
- Internet Explorer before version 11 (OTRS 9 will not support Internet Explorer anymore)
- Firefox before version 31
- Safari before version 6

ITSMConfigurationManagement

This package implements all ITSM configuration management features. This package requires the ITSMCore package.

Fred

Debugging tool for OTRS development.

ITSM

This package contains all other ITSM packages (GeneralCatalog, ITSMCore, ITSMIncidentProblemManagement, ITSMConfigurationManagement, ITSMChangeManagement, ITSMServiceLevelManagement, ImportExport) and makes it possible to install all of them at once.

ImportExport

The Import/Export tool is a generic framework to import and export objects like tickets or config items in several formats like CSV or XML.

module-tools

Helper scripts for developing OTRS modules

FAQ

An FAQ module to manage FAQs and also used as knowledge base.

SystemMonitoring

This module implements a basic interface to System Monitoring Suites. It works by receiving email messages sent by the Monitoring Suite. New tickets are created in case of component failures. Once a ticket has been opened messages regarding the effected component are attached to this ticket. When the component recovers, the ticket state can be changed or the ticket can be closed.

OTRSMasterSlave

With the master/slave ticket, it is possible to link multiple tickets of a similar nature, and handle them collectively. As soon as the problem is solved, only the master ticket must be closed. All other tickets will be closed automatically, and the solution text for the master ticket will be sent to all customers of slave tickets.

Survey

A customer survey tool to send emails to the customer after a ticket is closed. The customer can access the public interface to submit a survey with custom questions. A report of the survey can be shown in the agent interface.

ITSMChangeManagement

The OTRS::ITSM Change Management package provides change management functionalities. This package requires the ITSM Core package.

OTRSCloneDB

Helper script to migrate an OTRS database into a different RDBMS.

ITSMCore

The OTRS::ITSM Core package provides basic functionality for all other ITSM packages. This package requires the GeneralCatalog package.

otrscodepolicy

OTRS code quality checker

otrs.github.io

doc.otrs.com website content

ITSMIncidentProblemManagement

This package implements all ITSM incident management and problem management features. This package requires the ITSMCore package.

TimeAccounting

A time accounting application to account time on projects.

TemplateModule

Documentation module with some template code.

GeneralCatalog

The GeneralCatalog is a reference table tool. You can add new items or update existing items in the Admin-Interface.

OTRSAppointmentCalendar

A calendar solution for OTRS.

ITSMServiceLevelManagement

This package implements all ITSM service level management features. This package requires the ITSMCore package.