OTRS has many features. The following list gives an overview of the features
included in the central framework.
The features of OTRS
Web interface:
Easy and initial handling with a web browser.
Because no active web contents like Flash or Java applets are used,
the web interface is usable with most web browsers, even
with mobile phones or other mobile computers.
A web interface to administer the system via the web is available.
A web interface to handle customer requests by employees/agents via the
web is integrated.
A web interface for customers is available to write new tickets, check the state
and answer old tickets and search through their own tickets.
The web interface can be customized with different themes; own themes
can be integrated.
Support for many languages.
The appearance of output templates can be customized (dtl).
Mails from and into the system can contain multiple attachments.
Mail interface:
Support for mail attachments (MIME support).
Automatic conversion of HTML into plain text messages (more
security for dangerous content and enables faster searching).
Mail can be filtered with the X-OTRS headers of the system or via
mail addresses, e.g. for spam messages.
PGP support, creation and import of own keys, signing and
encrypting outgoing mail, signed and encrypted messages can
be displayed.
Support for viewing and encrypting SMIME messages, handling of
SMIME certificates.
Auto answers for customers, configurable for every queue.
Email notifications for agents about new tickets, follow-ups or
unlocked tickets.
Follow-ups by references or In-Reply-To header entries.
Tickets:
Expanded queue view, fast overview of new requests in a queue.
Tickets can be locked.
Creation of own auto answer templates.
Creation of own auto responders, configurable for every queue.
Ticket history, overview of all events for a ticket (changes of
ticket states, replies, notes, etc.).
Print view for tickets.
Adding own (internal or external) notes to a ticket (text and
attachments).
Ticket zooming.
Access control lists for tickets can be defined.
Forwarding or bouncing tickets to other mail adresses.
Moving tickets between queues.
Changing/setting the priority of a ticket.
The working time for every ticket can be counted.
Up-coming tasks for a ticket can be defined (pending features).
Bulk actions on tickets are possible.
Automatic and timed actions on tickets are possible with the
"GenericAgent".
Full text search on all tickets is possible.
System:
OTRS runs on many operating systems (Linux, Solaris, AIX,
FreeBSD, OpenBSD, Mac OS 10.x, Microsoft Windows).
ASP support (active service providing).
Linking several objects is possible, e.g. tickets and FAQ entries.
Integration of external back-ends for the customer data, e.g. via
AD, eDirectory or OpenLDAP.
Setting up an own ticket identifier, e.g.
Cal#, Ticket#, Request#, e.g.
The integration of your own ticket counter is possible.
Support of several database systems for the central OTRS back-end,
e.g. MySQL, PostgreSQL, SAPDB, Oracle).
Framework to create stats.
utf-8 support for the front- and back-end.
Authentication for customers via
database, LDAP, HTTPAuth or Radius.
Support of user accounts, user groups and roles.
Support of different access levels for several systems
components or queues.
Integration of standard answer texts.
Support of sub queues.
Different salutations and signatures can be defined for every
queue.
Email notifications for admins.
Information on updates via mail or the web interface.
Escalation for tickets.
Support for different time zones.
Simple integration of own add-ons or applications with the OTRS API.
Simple creation of own front-ends, e.g. for X11, console.
Stable Support of MicrosoftRSQL Server: The first time OTRS offers an
interface to MS SQL Server platforms. Thatūs why OTRS supports all
popular operating systems like Linux, Windows, UNIX, Mac OS X etc. as
well as all major Databases like MS SQL, MySQL, PostgreSQL, MaxDB/SAP,
Oracle and DB2.
Multi-Calender Function: This Feature simplifies working in distributed
surroundings. National teams are supported by permitting different local
working schedules and public holiday regulations. International
organiszations are additionally supported by a time-zone feature.
New Statistics-Framework: Gain access and define your Reports- and
Statistics in a more flexible way than ever. A powerful and easy to use
Wizard will guide you through the process. Once defined OTRS may deliver
periodicaly needed Reports automatically to a predefined Mailing List.
Export- and Importfunctions allow to transfer Statistics between
different OTRS Installations. So you can define and test your Statistics
before loading them up to your productive System.
Optimized Synchronization of authorizations from LDAP-Directory Services:
That simplifies the connection of all known LDAP-Directory Services like
Microsoft Active Directory, OpenLDAP, Novell eDirectory, Oracle Internet
Directory, etc. A usefull Feature which saves time and effort of
maintaining authorizations in the local Database of OTRS.
PDF-Generator: OTRS now supports the Output of Reports and Statistics
as well as the results of a ticket search and ticket zoom in the
PDF-Format.
New implemented Knowledge Database / FAQ-Module: OTRS makes allowance
for the need of an efficient Knowledge Management within daily Service
Request handling. Fundamental in this context is a quick access towards
existing problem-solving Know-How and standardized answers. Advantages:
optimized search-functions, more
effective administration of FAQ-Articles, faster Navigation and
opportunities to rate an existing FAQ-Article.
Tracking of Sub-orders and Support of hierarchical Team-Structures:
New Features like the Ticket Supervisor and the Ticket Watchers
support working within hierarchical Teams and enable you to define and
depute Work packages temporarily to another Service Agent. While the
Ticket Supervisor enables authorized Team members to depute a Ticket to
another Service Agent without loosing the right to edit this ticket the
Ticket Watcher allows you to track a ticket passive on the basis of an
individual watchlist.
Optimized Follow-Up-Detection: In addition to the subject heading, OTRS
also checks for referable ticket numbers inside the Email-body and further
attachments. This new feature aims to automatically assign an incoming
Service Request to an existing Incident much faster than before.
