|This article relies too much on references to primary sources. (December 2014)|
OTRS: ticket overview
|Original author(s)||Martin Edenhofer|
|Stable release||4 / 25 November 2014|
|Available in||32 languages|
|Type||Trouble Ticket System|
|License||Affero General Public License, version 3|
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 incident handling system SIRIOS of BSI, Germany, is based on OTRS.
The Open-source Ticket Request System (OTRS) is more than a mailing list notification system for ticket requests.
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 (e.g. 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.
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 October 2012 about 60 add-ons were published.
- Comparison of help desk issue tracking software
- Comparison of ticket-tracking systems
- LAMP (software bundle)
- "OTRS Homepage". Retrieved 25 November 2014.
- "Release Notes: OTRS Help Desk 4". otrs.com. 25 November 2014. Retrieved 3 February 2014.
- "IT Service Management Software". OTRS.com. Retrieved 9 June 2012.
- "OTRS: CSIRT WorkFlow Improvements". Cesnet.cz. 2010. Retrieved 14 February 2013.
- "OPAR: OTRS Package ARchive". DE: Perl Services. Retrieved 14 October 2012.
|Wikimedia Commons has media related to Open-source Ticket Request System.|
- OTRS Open Source – official community site
- OTRS.com – official corporate site
- OtterHub – official site of the OTRS Community Board
- OPMZone – automated package creation and provision of plug-ins
- OTRS9.org – birthday site, 9 years of OTRS