OTRS iconOTRS 1.1.1

OTRS is an Open source Ticket Request System.
OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails.

The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. Do you receive many e-mails and want to answer them with a team of agents? You're going to love the OTRS!

As a framework, it is the fundamental basis of OTRS::ITSM, an ITIL-compliant IT service management solution. It supports MySQL, MS SQL, PosgreSQL, Oracle, and DB2.

It is distributed under the GNU General Public License (GPL) and tested on Linux, Solaris, AIX, OpenBSD, FreeBSD, Mac OS 10.x and Windows.

What's New in This Release:

New features:
Authorization concept - each object: Service/SLA, Location, CI, Linkobject no create an own group, so the agents rights can be assigned more granulary.
Services can be assigned to authorized customers. Further more, services may be assigned as general 'defaultservices' which are valid for use for each customer.
A structured tree view on services & CIs including informations on each objects current status allows to analyse an incident and calculate the incidents impact on affected services and customers.
A service agent may search, select and assign any of a customers configuration items (CIs) while recording an incident ticket.
Configuration items (CIs) may now be imported and exported in a CSV file or by using the API.
A huge variety of additional reports have been created, e.g.:

Total of all ever created tickets per ticket-type and priority; status; queue; service
Monthly overview of all ever created tickets of a previous month per ticket-type; priority; status; queue; service
Total of all configuration items (CIs) created in a previous month per class; per status
Total of all configuration items (CIs) created per class; per status
Total of all configuration items (CIs) created in a defined period per class; per status
First time solution rate of all ever created tickets per ticket-type and priority; queue; service
First time solution rate in a previous month per ticket-type; per priority; per queue; per service
First time solution rate in a defined period per ticket-type and priority; queue; service
Average resolution time of all ever created tickets per ticket- type and priority; queue; service
Average resolution time in a previous month per ticket- type and priority; queue; service
Average resolution time in a defined period per ticket- type and priority; queue; service

Added print function for CIs, Services, SLAs, Locations

last updated on:
May 20th, 2008, 12:38 GMT
price:
FREE!
developed by:
OTRS Team
license type:
GPL (GNU General Public License) 
category:
ROOT \ Programming \ Bug Tracking

FREE!

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