November 30, 2011

OTRS launches OTRS Help Desk 3.1

The first beta release of OTRS Help Desk 3.1 is now available for immediate download. The latest from OTRS includes many new features that enhance ticket manageability, "Dynamic Fields" that greatly expand the ability to create custom field types and forms, and the "Generic Interface" for easily configuring web services between OTRS and 3rd party applications. Read the press release and download a copy to try it out.

Announcing OTRS Academy

OTRS software is simply great, and so are the people who are working with OTRS! As we are constantly improving our software, employees need to know that someone is taking care of them from time to time, too. For that, we announce the OTRS Academy.

The OTRS Academy offers a range of seminars, training and coaching as well as customized concepts, designed according to your needs. Our seminars help people to achieve higher levels of competence and to be successful in their professional work. Learn more.

OTRS Basic Training Series - Part 5 Ready for Download!

Part 5 of the OTRS Basic Training series is ready for download! The Basic Training series helps you take full advantage of the power of OTRS. It is a simple visual guide that answers your most common questions.

Download the series in PDF format:

  1. Introduction to OTRS Terminology
  2. OTRS Front Ends, and Agent Front-End Views
  3. OTRS Ticket Creation, and Ticket Management
  4. OTRS Full Text Search, and OTRS Knowledge Base (FAQ)
  5. Reporting in OTRS, and the Survey Module - NEW!

OTRS Feature Add On Spotlight: Ticket Watchlist

This new feature, available to Subscription Customers of OTRS, allows you to manage ticket watch lists. Agents can create watch lists and assign tickets to them. Within the Watch List View an agent can view and administrate all of his watch lists.

The watch list Add-on has the following features:

  1. Define notification events for each watch list
  2. Assign a watch list to another agent
  3. Assign a deputy
  4. Export to CSV

Watch a short video that illustrates the use of this new feature, and contact sales should you be interested in installing this in your environment.

FusionInventory Connector to OTRS ITSM

When implementing the ITIL® process Service Asset & Configuration Management one of the challenging tasks is to fill the CMDB with data as well as to keep the information about CIs up to date.

In collaboration with FusionInventory (http://fusioninventory.org), a hard- and software inventory solution released under the GPL, OTRS Group announced to implement a connector between ist ITIL® V3 compatible IT Service Management solution OTRS ITSM and FusionInventory to automate the management of your CI data. The Connector is based on the Generic Interface (GI), released with OTRS Help Desk 3.1, and will be available in Q1, 2012

"We are delighted to see OTRS interest for FusionInventory Agent. We believe OTRS's
strong experience in quality software will help us continue to increase the value of our
inventory solution."

Gonéri Le Bouder from FusionInventory

OTRS Certifies New Partners in Costa Rica and Venezuela

Cupertino, CA - Nov 29, 2011 - OTRS, the world's leading provider of open source Help Desk and ITIL® V3 compatible IT Service Management (ITSM) solutions, announced new OTRS certified systems integration partners. Información y Tecnologí­a de Centroamérica from Costa Rica and Beacon Software from Venezuela received certification in Mexico City D.F. Read more

We Need Your Input: Take Our OTRS Generic Interface Survey

Take part in this brief survey and share with us your opinion about the upcoming OTRS 3.1 Generic Interface. What applications are most important for you to see integrated with OTRS? Now is your chance to influence the outcome. Take the survey.