OTRS ITSM

OTRS ITSM can also be described as a CMDB, a configuration management database.

ITSM has the same features OTRS has, since its an add-on, but adds support for new ones, revolving around PC configurations, components, hardware, software, etc..

OTRS ITSM can be used whenever OTRS needs to be used as a ticketing system for businesses that revolve around the usage and management of computers, like: software support, PC repair shop, computer resellers, computer hardware support centers and so on.

What is new in this release:

• Added new translation for Swahili.
• Ported code to the OTRS 4 framework
• New powerful template engine based on Template::Toolkit.
• A central object manager makes creating and using global objects much easier.
• OTRS::ITSM 4 includes many other small bug fixes and improvements.
• All OTRS::ITSM 4 translations will be now managed exclusively via Transifex

What is new in version 5.0.6:

• Added new translation for Swahili.
• Ported code to the OTRS 4 framework
• New powerful template engine based on Template::Toolkit.
• A central object manager makes creating and using global objects much easier.
• OTRS::ITSM 4 includes many other small bug fixes and improvements.
• All OTRS::ITSM 4 translations will be now managed exclusively via Transifex

What is new in version 4.0.93:

• Added new translation for Swahili.
• Ported code to the OTRS 4 framework
• New powerful template engine based on Template::Toolkit.
• A central object manager makes creating and using global objects much easier.
• OTRS::ITSM 4 includes many other small bug fixes and improvements.
• All OTRS::ITSM 4 translations will be now managed exclusively via Transifex

What is new in version 4.0.9:

• Added new translation for Swahili.
• Ported code to the OTRS 4 framework
• New powerful template engine based on Template::Toolkit.
• A central object manager makes creating and using global objects much easier.
• OTRS::ITSM 4 includes many other small bug fixes and improvements.
• All OTRS::ITSM 4 translations will be now managed exclusively via Transifex

What is new in version 4.0.8:

• Added new translation for Swahili.
• Ported code to the OTRS 4 framework
• New powerful template engine based on Template::Toolkit.
• A central object manager makes creating and using global objects much easier.
• OTRS::ITSM 4 includes many other small bug fixes and improvements.
• All OTRS::ITSM 4 translations will be now managed exclusively via Transifex

What is new in version 4.0.6:

• Added new translation for Swahili.
• Ported code to the OTRS 4 framework
• New powerful template engine based on Template::Toolkit.
• A central object manager makes creating and using global objects much easier.
• OTRS::ITSM 4 includes many other small bug fixes and improvements.
• All OTRS::ITSM 4 translations will be now managed exclusively via Transifex

What is new in version 3.3.1:

• Ported code to the OTRS 3.3 framework
• Migrated ITSMCriticality and ITSMImpact values from general catalog to dynamic fields. Renamed ITSM related dynamic fields to nicer names, prefixed with ITSM.
• The toolbar icons now use an icon font which makes it easier to create custom skins with different base colors.
• In ITSMChangeManagement the frontends to create changes / workorders have been splitted in 2 screens each.

What is new in version 3.1.7:

• Added feature in bin/otrs.ITSMConfigItemDelete.pl script to delete config items by class together with the deployment state.
• Added CustomerCompany field type that allows to link CI's with Customer Companies registered in OTRS.
• Enhanced Import/Export screen to show a summary after importing.
• Added new optional sysconfig option to check if config item names are unique.

What is new in version 3.1.5:

• Improved performance of service overview screens.

What is new in version 3.1.0 beta3:

• Updated Japanese translation.

What is new in version 3.1.0 beta1:

• Ported code to the OTRS 3.1 framework
• Added caching to speed up the condition action backends in change management
• Added possibility to use a mirror database for change and workorder searches in change management

What is new in version 2.1.4:

• Bug fixes:
• Change history shows wrong entries for Condition/Expression/Action-Update.
• Change history shows change in wrong order.
• Change history is slow if many entries exist for conditions, expressions, and actions.
• Change history shows wrong action execution result if selector 'all' is used.
• Change history shows entries about sent notifications before the change update entries.
• Notifications are sent to invalid agents and customers.
• No Impact field in AgentTicketEmail.
• AgentITSMChangeMyCAB isn't available due to error in ITSMChange::ChangeSearch.
• The exported csv file should show the column headers.
• Problem with linking configitems if user has only ro access rights.
• ConfigItems with deployment state "Retired" do not hide in overview lists.

Requirements:

• OTRS 2.4.7 or higher
• Perl 5.8.8 or higher