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Service Management System with flexible characteristic

OTRS (previously: Open Ticket Request System) is an Open Source, group-roles-based service system (Trouble Ticket System) inckluding integrated knowledge base (FAQ). OTRS offers a variety of functions and possibilities to document internal and external communication in the audit-proof way. The history of communication can be tracked by service agents anytime and it offers the relevant information for every processing step. 

Highlights for the Customer Care

  • creating, editing and searching of customer data and customer requests
  • possibilities to integrate CRM systems and groupware
  • use of knowledge base

Highlights for the IT service

  • central User Help Desk
  • creating, editing, searching for staff / employees data and their IT-related user requests
  • possibilities to integrate AD / LDAP
  • maintenance of inventory and traceability of incidents or problems of the IT tools / devices (PCs, Notebooks, Switches, etc.)

Highlights for the technical service

  • creating, editing, searching for requests of staff / employees and customers
  • mapping of technical landscape (tools, devices, machinery and mechanical components in the flexible configuration item data
  • mapping of technical devices to relavent requests created by employees and customers

Technical aspects

  • available in 34 languages
  • compatible with ITIL® V3
  • web-based and platform independent
  • scalable
  • data bases: MySQL, PostgreSQL, Oracle, DB2, ODBC
  • server: Linux
  • extensions can be easily installed via integrated package management, possible extensions: KIX4OTRS, OTRS maitenance modules, free community modules, customer-specific extensions

Spreading (as from Oct. 2015)

  • no licence costs
  • 150.000 installations worldwide
  • more than 1,600,000 downloads
  • in use by approx. 60% of DAX 30 companies 

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