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OTRS

otrs online teacher recruitment system, otrs.org
OTRS, an initialism for Open-source Ticket Request System, is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them It is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications

OTRS is part of the Lisog open source stack initiative

Every ticket generated by the system has persistence or "history" showing what happened to the ticket within its life cycle OTRS has the ability to merge multiple requests about the same incident, thus making it possible to work on an incident rather than on singular requests OTRS is a multiuser system which means that multiple agents may work simultaneously on the tickets in OTRS, reading the incoming messages, bringing them in order, and answering them OTRS is highly scalable, capable of handling thousands of tickets per day and a nearly unlimited number of simultaneously working agents

OTRS has integrated functionality for creating, reworking and searching FAQ texts The FAQ texts may be incorporated into the agents' answers on tickets

By using a multilingual web user interface, OTRS is usable independently from the respective operating systems since it is operated from a web browser Furthermore, this facilitates the usage of OTRS by external agents or even customers participating in, working on or contributing to tickets

OTRS establishes a framework of functions For example, the System for Incident Response in Operational Security SIRIOS of the Federal Office for Information Security, Germany, is based on OTRS

Contents

  • 1 History
  • 2 Overview
  • 3 Addons
  • 4 See also
  • 5 References
  • 6 External links

History

Version Original release date Latest version Release date Status
Old version, no longer supported: 10 2003-02-04 100 2003-02-04 No longer supported
Old version, no longer supported: 11 2003-04-24 112 2003-06-01 No longer supported
Old version, no longer supported: 12 2004-02-10 124 2004-07-05 No longer supported
Old version, no longer supported: 13 2004-09-22 133 2005-11-20 No longer supported
Old version, no longer supported: 20 2005-05-02 205 2007-07-19 No longer supported
Old version, no longer supported: 21 2006-08-29 219 2010-02-06 No longer supported
Old version, no longer supported: 22 2007-05-29 229 2010-02-06 No longer supported
Old version, no longer supported: 23 2008-08-03 235 2010-02-06 No longer supported
Old version, no longer supported: 24 2009-07-21 2415 2012-09-20 No longer supported
Old version, no longer supported: 30 2010-11-06 3022 2013-07-04 No longer supported
Old version, no longer supported: 31 2012-02-03 219 2014-03-27 No longer supported
Old version, no longer supported: 32 2013-01-17 3218 2015-09-23 No longer supported
Old version, no longer supported: 33 2013-10-31 3315 2015-09-23 No longer supported
Older version, yet still supported: 40 2014-11-13 4018 2016-08-09 Still supported
Current stable version: 50 2015-10-09 5012 2016-08-09 Latest
Legend: Old version Older version, still supported Latest version Latest preview version Future release

Overview

The Open-source Ticket Request System OTRS is more than a mailing list notification system for ticket requests

Since its beginnings OTRS has been implemented in the programming language Perl The web interface is made more user-friendly by using JavaScript which can be switched off for security reasons Different functionalities are implemented as reusable backend modules, making it possible to create custom modules to extend the functionality of the OTRS system

The web interface itself uses its own templating mechanism called DTL Dynamic Template Language to facilitate the display of the systems output data

Originally, OTRS worked only on MySQL databases Support has since been added for PostgreSQL, Oracle, DB2 and Microsoft SQL Server OTRS may be used on many UNIX or UNIX-like platforms eg Linux, Mac OS X, FreeBSD, etc as well as on Microsoft Windows

The scalability of OTRS systems may be increased by using mod perl for the Apache Webserver or by separating the database and web server systems, allowing a large number of simultaneously working agents and high volumes of tickets

In UNIX and UNIX-like environments OTRS works closely with system programs like the mail transfer agent Postfix or the mail filter procmail

Addons

OTRS has a plugin mechanism, and many programmers have written add-ons to bring in new functions In March 2011 a public repository named OPAR OTRS Package ARchive started; until August 2015 about 140 add-ons were published

See also

  • Free Software portal
  • Comparison of help desk issue tracking software
  • Comparison of ticket-tracking systems
  • LAMP software bundle

References

  1. ^ "OTRS Homepage" Retrieved 25 November 2014 
  2. ^ "Release Notes: OTRS 5 Patch Level 12" Retrieved 31 October 2016 
  3. ^ "IT Service Management Software" OTRScom Retrieved 9 June 2012 
  4. ^ "OTRS: CSIRT WorkFlow Improvements" PDF Cesnetcz 2010 Retrieved 14 February 2013 
  5. ^ otrscom https://wwwotrscom/release-notes-otrsitsm-module-4-patch-level-15/ Retrieved 2016-04-29  Missing or empty |title= help
  6. ^ "OPAR: OTRS Package ARchive" DE: Perl Services Retrieved 14 October 2012 

External links

  • OTRS Open Source – official community site
  • OTRScom – official corporate site
  • OtterHub – official site of the OTRS Community Board
  • OPMZone – automated package creation and provision of plug-ins
  • OTRS9org – birthday site, 9 years of OTRS

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OTRS Information about

OTRS


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    OTRS beatiful post thanks!

    29.10.2014


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