OTRS: ticket overview
|Original author(s)||Martin Edenhofer|
6.0.3 / 18 December 2017
|Available in||38 languages|
|Type||Trouble Ticket System|
OTRS is a service management suite that comprises ticketing, workflow automation and notification, along with a wide range of customizable features. It is used by IT service management, customer service and corporate security help desks to better structure their communication and tasks.
In 2001, OTRS was created as an open source help desk ticketing software. It was originally called Open-Source Ticket Request System. The free platform was well-accepted by the open-source community and flourished as companies adapted OTRS to their needs. While the free version of the software has since been renamed to ((OTRS)) Community Edition, downloads continue to be available and an active community of open-source users share knowledge through a community-focused website.
In 2015, a new version of the software, known as OTRS Business Solution™, was launched. This version was designed for professional users who needed additional support, configuration and features. Like the free version of the software, this too has undergone a name change and is now known as OTRS.
Today's OTRS is a fully managed service management solution, meaning that service and support are bundled with the securely-hosted software product. It is used by more than 170,000 companies worldwide, and the framework contains over 500,000 lines of code.
OTRS GmbH was originally founded in 2003 by André Mindermann and Burchard Steinbild. In 2007, the company became OTRS Group, also known as OTRS AG, which is the German equivalent of a corporation.
OTRS AG remains the source code owner of OTRS. The OTRS Group is located in Germany and has five subsidiaries worldwide, including OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS ASIA Pte. Ltd. (Singapore), OTRS Asia Ltd. (Hong Kong) and OTRS Do Brasil Soluções Ltda. (Brazil). OTRS AG is listed in the Basic Board of the Frankfurt Stock Exchange.
STORM powered by OTRS
OTRS was used as the backbone of a cyber defense system, known as STORM powered by OTRS. The system uses the OTRS ticketing platform to facilitate quick responses to cyber-attacks. The processes used are configured by a team of OTRS AG experts who have deep skills in the cyber defense area. This is a growing area of business for OTRS AG since cyber-attacks continue to top the list of risks identified by the World Economic Forum.
OTRS Technical Notes
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, macOS, 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 offers an extensive array of Features that can be added to expand its functionality.
|Wikimedia Commons has media related to Open-source Ticket Request System.|
-  – official site of OTRS
-  - about OTRS AG, the OTRS source code owner
- OtterHub – official site of the OTRS Community Board
-  – official site of the OTRS-related open-source community