OTRS

Software Screenshot:
OTRS
Software Details:
Version: 5.0.7 updated
Upload Date: 6 Mar 16
Developer: Martin Edenhofer
Distribution Type: Freeware
Downloads: 363
Size: 23640 Kb

Rating: 2.0/5 (Total Votes: 1)

The system is built to allow support, sales, pre-sales, billing, internal IT, helpdesk, etc. departments to react quickly to problems and events inside a company or with its customer base.

What is new in this release:

  • A new cleaner flat design has been implemented.
  • Agents can now make use of templates in all screens with internal notes.
  • Added new screen for outgoing emails on a ticket that are not replies.
  • Ticket action screens (such as note, owner etc.) now allow to do actions without always creating an article (configurable).
  • New ticket overview based on "my services" that an agent can subscribe to. Notification options for new tickets and follow-ups can now be based on "my queues", "my services" or combinations of both.
  • OTRS can now display tickets with thousands of articles.
  • Customer online list in Dashboard now links directly to CustomerInformationCenter page for the customer.
  • Agents can now persistently reorder their main menu with drag&drop.
  • Agents and customers can now search tickets by attachment name.
  • New Dashboard Widget for running process tickets.
  • Added Excel export as an alternative to CSV export.
  • Added calendar specific weekday start options for date picker.
  • Updated translation files, thanks to all translators.
  • Added new Swahili language translation.
  • OTRS 4 can handle more concurrent users/requests on the same hardware, and response times for single requests are shorter as well, especially for pages with lots of data.
  • The GenericInterface now also supports HTTP REST as network transport protocol.
  • Added new options to check dynamic fields of type text on patterns relating to error messages (translated), if they do not match.
  • Added new options to restrict dynamic fields of type date/datetime on future or past dates.
  • OTRS can be configured to automatically unlock a ticket if articles are added and the owner is out of office.
  • Linked tickets of a specific type (e.g. merged or removed) can now be hidden via SysConfig option.
  • ACL handling has been improved, made more consistent and easier to debug.
  • New powerful template engine based on Template::Toolkit.
  • A central object manager makes creating and using global objects much easier (thanks to Moritz Lenz @ noris network).
  • The OPM package format was extended to signal that a package has been merged into another package, allowing the package manager to correctly handle this situation on package installation or update.
  • Caching was centralized in one global cache object which also performs in-memory caching for all data.
  • Added cache benchmark script, thanks to ib.pl.

What is new in version 5.0.6:

  • A new cleaner flat design has been implemented.
  • Agents can now make use of templates in all screens with internal notes.
  • Added new screen for outgoing emails on a ticket that are not replies.
  • Ticket action screens (such as note, owner etc.) now allow to do actions without always creating an article (configurable).
  • New ticket overview based on "my services" that an agent can subscribe to. Notification options for new tickets and follow-ups can now be based on "my queues", "my services" or combinations of both.
  • OTRS can now display tickets with thousands of articles.
  • Customer online list in Dashboard now links directly to CustomerInformationCenter page for the customer.
  • Agents can now persistently reorder their main menu with drag&drop.
  • Agents and customers can now search tickets by attachment name.
  • New Dashboard Widget for running process tickets.
  • Added Excel export as an alternative to CSV export.
  • Added calendar specific weekday start options for date picker.
  • Updated translation files, thanks to all translators.
  • Added new Swahili language translation.
  • OTRS 4 can handle more concurrent users/requests on the same hardware, and response times for single requests are shorter as well, especially for pages with lots of data.
  • The GenericInterface now also supports HTTP REST as network transport protocol.
  • Added new options to check dynamic fields of type text on patterns relating to error messages (translated), if they do not match.
  • Added new options to restrict dynamic fields of type date/datetime on future or past dates.
  • OTRS can be configured to automatically unlock a ticket if articles are added and the owner is out of office.
  • Linked tickets of a specific type (e.g. merged or removed) can now be hidden via SysConfig option.
  • ACL handling has been improved, made more consistent and easier to debug.
  • New powerful template engine based on Template::Toolkit.
  • A central object manager makes creating and using global objects much easier (thanks to Moritz Lenz @ noris network).
  • The OPM package format was extended to signal that a package has been merged into another package, allowing the package manager to correctly handle this situation on package installation or update.
  • Caching was centralized in one global cache object which also performs in-memory caching for all data.
  • Added cache benchmark script, thanks to ib.pl.

What is new in version 4.0.8:

  • A new cleaner flat design has been implemented.
  • Agents can now make use of templates in all screens with internal notes.
  • Added new screen for outgoing emails on a ticket that are not replies.
  • Ticket action screens (such as note, owner etc.) now allow to do actions without always creating an article (configurable).
  • New ticket overview based on "my services" that an agent can subscribe to. Notification options for new tickets and follow-ups can now be based on "my queues", "my services" or combinations of both.
  • OTRS can now display tickets with thousands of articles.
  • Customer online list in Dashboard now links directly to CustomerInformationCenter page for the customer.
  • Agents can now persistently reorder their main menu with drag&drop.
  • Agents and customers can now search tickets by attachment name.
  • New Dashboard Widget for running process tickets.
  • Added Excel export as an alternative to CSV export.
  • Added calendar specific weekday start options for date picker.
  • Updated translation files, thanks to all translators.
  • Added new Swahili language translation.
  • OTRS 4 can handle more concurrent users/requests on the same hardware, and response times for single requests are shorter as well, especially for pages with lots of data.
  • The GenericInterface now also supports HTTP REST as network transport protocol.
  • Added new options to check dynamic fields of type text on patterns relating to error messages (translated), if they do not match.
  • Added new options to restrict dynamic fields of type date/datetime on future or past dates.
  • OTRS can be configured to automatically unlock a ticket if articles are added and the owner is out of office.
  • Linked tickets of a specific type (e.g. merged or removed) can now be hidden via SysConfig option.
  • ACL handling has been improved, made more consistent and easier to debug.
  • New powerful template engine based on Template::Toolkit.
  • A central object manager makes creating and using global objects much easier (thanks to Moritz Lenz @ noris network).
  • The OPM package format was extended to signal that a package has been merged into another package, allowing the package manager to correctly handle this situation on package installation or update.
  • Caching was centralized in one global cache object which also performs in-memory caching for all data.
  • Added cache benchmark script, thanks to ib.pl.

What is new in version 4.0.7:

  • A new cleaner flat design has been implemented.
  • Agents can now make use of templates in all screens with internal notes.
  • Added new screen for outgoing emails on a ticket that are not replies.
  • Ticket action screens (such as note, owner etc.) now allow to do actions without always creating an article (configurable).
  • New ticket overview based on "my services" that an agent can subscribe to. Notification options for new tickets and follow-ups can now be based on "my queues", "my services" or combinations of both.
  • OTRS can now display tickets with thousands of articles.
  • Customer online list in Dashboard now links directly to CustomerInformationCenter page for the customer.
  • Agents can now persistently reorder their main menu with drag&drop.
  • Agents and customers can now search tickets by attachment name.
  • New Dashboard Widget for running process tickets.
  • Added Excel export as an alternative to CSV export.
  • Added calendar specific weekday start options for date picker.
  • Updated translation files, thanks to all translators.
  • Added new Swahili language translation.
  • OTRS 4 can handle more concurrent users/requests on the same hardware, and response times for single requests are shorter as well, especially for pages with lots of data.
  • The GenericInterface now also supports HTTP REST as network transport protocol.
  • Added new options to check dynamic fields of type text on patterns relating to error messages (translated), if they do not match.
  • Added new options to restrict dynamic fields of type date/datetime on future or past dates.
  • OTRS can be configured to automatically unlock a ticket if articles are added and the owner is out of office.
  • Linked tickets of a specific type (e.g. merged or removed) can now be hidden via SysConfig option.
  • ACL handling has been improved, made more consistent and easier to debug.
  • New powerful template engine based on Template::Toolkit.
  • A central object manager makes creating and using global objects much easier (thanks to Moritz Lenz @ noris network).
  • The OPM package format was extended to signal that a package has been merged into another package, allowing the package manager to correctly handle this situation on package installation or update.
  • Caching was centralized in one global cache object which also performs in-memory caching for all data.
  • Added cache benchmark script, thanks to ib.pl.

What is new in version 4.0.6:

  • A new cleaner flat design has been implemented.
  • Agents can now make use of templates in all screens with internal notes.
  • Added new screen for outgoing emails on a ticket that are not replies.
  • Ticket action screens (such as note, owner etc.) now allow to do actions without always creating an article (configurable).
  • New ticket overview based on "my services" that an agent can subscribe to. Notification options for new tickets and follow-ups can now be based on "my queues", "my services" or combinations of both.
  • OTRS can now display tickets with thousands of articles.
  • Customer online list in Dashboard now links directly to CustomerInformationCenter page for the customer.
  • Agents can now persistently reorder their main menu with drag&drop.
  • Agents and customers can now search tickets by attachment name.
  • New Dashboard Widget for running process tickets.
  • Added Excel export as an alternative to CSV export.
  • Added calendar specific weekday start options for date picker.
  • Updated translation files, thanks to all translators.
  • Added new Swahili language translation.
  • OTRS 4 can handle more concurrent users/requests on the same hardware, and response times for single requests are shorter as well, especially for pages with lots of data.
  • The GenericInterface now also supports HTTP REST as network transport protocol.
  • Added new options to check dynamic fields of type text on patterns relating to error messages (translated), if they do not match.
  • Added new options to restrict dynamic fields of type date/datetime on future or past dates.
  • OTRS can be configured to automatically unlock a ticket if articles are added and the owner is out of office.
  • Linked tickets of a specific type (e.g. merged or removed) can now be hidden via SysConfig option.
  • ACL handling has been improved, made more consistent and easier to debug.
  • New powerful template engine based on Template::Toolkit.
  • A central object manager makes creating and using global objects much easier (thanks to Moritz Lenz @ noris network).
  • The OPM package format was extended to signal that a package has been merged into another package, allowing the package manager to correctly handle this situation on package installation or update.
  • Caching was centralized in one global cache object which also performs in-memory caching for all data.
  • Added cache benchmark script, thanks to ib.pl.

What is new in version 4.0.0_rc1:

  • Updated translation files, thanks to all translators.
  • Added the possibility to define a sleeptime to a lot of .pl scripts to improve behaviour on production systems.

What is new in version 3.3.5:

  • Improved HTML filter.
  • Followup fix for bug#10116 - Random ordering of columns in "Small" ticket lists.
  • Re-implemented Process Management ProcessImport().
  • Fixed bug - yellow color for UnreadArticles.
  • Updated Japanese translation.
  • Updated Brazilian Portugese translation.
  • Updated Polish translation.
  • Fixed bug - Graph/Chart generation selects slice/background color identical to text color.
  • Added feature to download report data shown in dashboard stats as CSV and PDF.
  • Fixed bug - OTRS Portal - Overview of registered systems.
  • Added browser check for IE10 in compatibility mode.

What is new in version 3.3.4:

  • Fixed:
  • Cannot operate OTRS on IE7 because of JavaScript error.
  • Management dashboard setting doesn't show up when agent only has RO on stats.
  • Error messages on receiving mailer daemons.
  • Management Dashboard: strings not translatable.
  • Error shown in SysConfig when Setting PendingDiffTime to 30 Days.
  • Edit Stats - 500 internal Server Error.
  • Non-deterministic hash key construction in Stats.pm.
  • Missing quoting in State::StateGetStatesByType().
  • RPM upgrade breaks permissions on config files.
  • FAQ module Language files installation fails (Kernel/Language permissions).
  • Updated:
  • Traditional Chinese translation.
  • Updated Brazilian Portuguese translation.
  • Added:
  • Hebrew translation file.

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 3.2.9:

  • Updated Spanish translation.
  • Problem loading otrs-initial_insert.oracle.sql.
  • Possible to select invalid services in SLA admin screen.
  • Cannot send notification to a group of customers.
  • Copying text in preview mode not possible.
  • Cannot see quoted text in customer ticket zoom.

What is new in version 3.2.6:

  • Updated Polish translation.

What is new in version 3.2.1:

  • Updated Dutch translation.
  • Added test to check if there are problems with the MySQL storage engine used in OTRS tables to bin/otrs.CheckModules.pl.

What is new in version 3.2.0 Beta5:

  • Added TicketList statistic option for historic states and historic state types.
  • Improved Microsoft SQL Server performance by adding support for limiting result sets in the SQL Server DB Driver.
  • Upgraded CKEditor to version 4.0.

What is new in version 3.2.0 Beta2:

  • Updated Swedish translation, thanks to Andreas Berger!
  • Changed default setting for 'Ticket::Frontend::ZoomRichTextForce'. Now OTRS will display HTML emails as HTML by default, even if RichText is not activated for composing new messages. This helps for devices which cannot use RichText for editing, but are able to display HTML content, such as certain iPads.

What is new in version 3.1.8:

  • Updated Greek translation file.
  • Added config option for ticket permission in the escalation view.
  • Increased cache TTL of some core modules to improve performance.

What is new in version 3.1.7:

  • Updated Hungarian translation.
  • Updated Danish translation.
  • Improved performance of TemplateGenerator.pm.

What is new in version 3.1.1:

  • Dynamic Fields (replacing static FreeText fields)
  • Generic Interface for 3rd Party Integrations
  • Inbound Phone Tickets
  • Bulk Email Send Feature
  • Multiple 'To', 'Cc', and 'Bcc' Fields
  • Reply All Feature
  • Support for IMAP using TLS

What is new in version 3.1.0.beta3:

  • Updated Japanese Translation.
  • Improved language translation file layout for better usability for translators.
  • Added feature bug#7893 - Customer Info in TicketZoom can now also list open tickets based on CustomerUserLogin rather than CustomerID, and can list closed tickets as well.
  • Changed the default behaviour of TicketGet() and ArticleGet() to NOT return the dynamic field values for performance reasons. If you need them, pass DynamicFields => 1.
  • Removed compatibility modules AgentTicketMailbox and CustomerZoom (these only performed redirects to newer screens).

What is new in version 3.1.0.beta1:

  • GI is a flexible framework to allow web service interconnections of OTRS with third party applications.
  • OTRS can act in both ways - as a provider (server, requested from remote) or requester (client, requesting remotely).
  • Simple web service connections can be created without programming by configuring the Generic Interface.
  • Complex scenarios can be realized by plugging in custom OTRS extensions that add Perl code to the GI infrastructure on different architectural layers.
  • Connectors expose parts of OTRS to Generic Interface web services.For example, a ticket connector exposes the ticket create/update function, so that they can be used in a web service regardless which network transport is used.
  • A scheduler daemon process supports asynchronous event handling. This is useful to asynchronously start web service requests from OTRS to another system, after the agent's request has been answered (e. g. a ticket has been created). Otherwise, it might block the response, resulting in increased response times for the agent.

What is new in version 3.0.11:

  • Improvements:
  • Updated Simplified Chinese Translation.
  • Updated Danish translation.
  • Bug Fixes:
  • Height of search terms doesn't fit on search results page on IE7
  • Ticket free text misplaced in IE7.
  • Double encoding for AJAX responses on ActiveState perl.
  • DefaultViewNewLine Config does not get used.
  • QueueView: My Queues > bulk menu duplication.
  • Only 400 agents available in AdminUser.
  • ArticleContentIndex: API Documentation disagrees with code.
  • Status flag in customer interface ticket zoom has wrong colors.
  • Email address field validation fails if name server does not respond.
  • Ticket search with article create date not working with StaticDB.
  • Log an understandable error message if png, gif and jpeg support are not activated in the GD CPAN module (previous bugfix improved).

What is new in version 3.0.10:

  • Bug Fixes:
  • Escalation Notify by not working properly.
  • Calling AgentTicketPhone with pre-selected values fails on ticket status of type "pending XYZ".
  • Length of name of event based notifications limited in the admin interface.
  • Dashboard shows "My Queues" even if a queue is preselected in the configuration.
  • GenericAgent cron job concurrency issues.
  • crontab.txt empty on Win32.
  • Closing split ticked assigned to different agents causes "Locked Tickets Total" to be negative (or off by one).
  • AuthSyncModule::LDAP::!UserSyncMap with multiple auth backends.
  • TicketSearch for FreeTexts with _ in string not working on Oracle.
  • Customer items too much right-aligned in customer information box.
  • CustomerTicketOverview.dtl - closing listitems missing in HTML.

What is new in version 2.4.7:

  • Vulnerability in OTRS-Core allows SQL-Injection.
  • Removed inline image of forwarded message and compsing answers in agent interface are still included.
  • TicketFreeTime option in Customer frontend for ticket search does not work as expected (only every second is used).
  • Multiple tickets get created with a huge POP3 Mailbox - more then 2000 email in the box. Error message: ("Deep recursion on subroutine").
  • Attachments are stripped/not shown from outgoing emails in some scenarios with ms exchange.

Requirements:

  • Perl 5.8.8 or later

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