Access Management

Easy and secure access to your Help Desk, anywhere and anytime - a standard with OTRS. Managers, service or call center agents and customers comfortably access OTRS Help Desk using their webbrowser on a desktop, laptop, smartphone or iPad. Even if you are on your way at the customers site, to save valuable time. A comprehensive permission management allows a granular access on a specific level according to the users individual role.

Feature

Description

Separate Web front-ends

  • Separate web front-ends for service staff, customers, administrators and public users
  • Roles and group-based access management for all web front-ends
  • Support of different access levels for several systems components and/or queues

Accessibility

  • Access to OTRS with a Web browser or the OTRS iPhone App for mobile service management
  • Compliant to accessibility standards WCAG, WAI-ARIA
  • Compliant to US Rehabilitation Act Section 508
  • Customizable agent preferences allow to define access to specific queue notifications

Customizable interface

  • Fully customizable interface and system operation
  • Change logos, colors and layouts according to your corporate design
  • Add new fields

Localization

  • 32 supported languages
  • Quick and easy language switching during run time

Authentication

  • Agent and customer user authentication against LDAP directories
  • Customer user authentication against a Radius Server
  • External customer authentication againt up to 11 SQL customer databases

Role-based access

  • Support of user accounts, groups and roles
  • ITIL® compliant roles and authorization system
  • Customer self-registration to the self-service portal based on preset permissions

Access Control Lists

  • Access Control Lists (ACLs) supplement existing permissions provided by roles and groups.
  • Grant access to tickets, queues, functions and allow specific actions based on attrributes
  • Allow to map and manage workflows in OTRS

Single Sign-On

  • Use HTTP basic authentication (for all your systems) and the HTTPBasicAuth module for OTRS
  • Authenticate agents against a Radius Server