OTRS-

otrs AG

• Search, selection and assignment of affected customers    
  configuration items (CIs) while recording an incident ticket
• Configuration items (CIs) Import/Export (CSV / API)
• Structured view on services & CIs including informations on each objects current status
• Comprehensive Reporting package regarding CIs, Services, First resolution rate and average resolution rates
• CIs, Services, SLAs, Locations can be printed (PDF)
• Enhanced authorization concept - each object: Service/SLA, Location, CI, Linkobject creates an own group, so the agents rights can be assigned more granulary.
• Customer:Service assignment

• Separate web front-ends for service staff, customers and administrators
• OTRS is a web application, which can be operated platform-independently in every XHTML browser ? even on mobile devices.
• Various graphical interface layouts (themes), easy adaptation to your corporate design, personalization of graphical interfaces and system operation in the user preferences.
• Intuitive handling and straightforward overviews on all requests within a queue
• Quick and easy switching between the 26 languages

• Separate customer web front-end
• Customers can log, administrate and track their transactions, and obtain information at any time regarding the processing progress and status of messages sent
• Easy access to the knowledge database and all FAQs classified as freely acces-sible
• Individually pre-structurable templates for easy data logging and further classification of transactions
• Full real-time transparency about the status, progression of processing and person responsible for your customers at any time

• Modeling of processes and workflows
• Extensive role-based authorization concept allows differentiated access control for transactions, responsibility areas, reports and features
• Comprehensive integration of external service providers or partners
• Multi-client-enabled system for customer and partner account administration
• Integration of multiple working time calendars - thanks to this function, OTRS can also be used in decentralized and internationally operating service organizations. Active working time calendars and the holidays and time zones defined within them affect the service level window and the time-driven escalation and unlocking mechanisms of OTRS.

• Separate service agent web front-end
• Automatic ticket generation upon incident or service request receipt via the customer front-end, E-mail, phone, fax, PDA, SMS, SOAP, XML or SNMP.
• Definition of individual ticket typing (e.g. Ticket#, Incident#, Service Requets# or Call# etc.) and numbering
• Intelligent follow-up mechanism
• Criterion-based filter mechanisms facilitate automated execution of pre-defined actions easing the workload of your service and support staff
• Comfortable call answering thanks to special phone ticket masks
• Automated and manual routing of transactions through the service process chain
• Individually adaptable templates for pre-structured data logging and classification
• Automated allocation and entering of customer data in the ticket thanks to CTI integration and/or integration of up to 10 customer databases
• Creation and administration of (auto)reply templates for efficient processing of recurring inquiries.
• Logging of calls and intern activities directly with the ticket
• Event-driven, definable notification mechanisms for service staff, service providers integrated into the process, the management or your customers
• Management of work processes with bring forward functionality and flexible (auto)status change
• SLA & time-driven escalation and unlocking mechanisms
• Locking and unlocking mechanisms for secure ticket processing by specific service staff
• Support in bug analysis and diagnosis and documentation of resolution know-how in the knowledge database, and linking to the communication
• Monitoring of individual transactions in personal watch lists
• Task planning and time-driven creation of task plans with the ticket
• Execution of mass operations for tickets
• Definition and change of ticket priority
• Full text search in all tickets
• Export of tickets and search results in pdf format
• Linkage of objects such as tickets, FAQ articles etc. within the system
• Queue-based definition of addresses, signatures and standard text elements

• Integrated service catalogue & service level agreements. Description and administration of the business process-based services agreed upon with your customers.
• Flexible Modeling of service hierarchies & service classification
• Evaluation of services based on their criticality for the business processes  The services agreed upon are described in the relevant service level agreements (SLA). Those SLAs are the basis of service controlling and continuous improve-ment within service level management (SLM)
• Flexible SLA classification
• Allocation of SLAs & services
• Allocation of SLAs & working time calendars
• Definition of response time, update time, resolution times and MTTR
• (Auto)escalation and unlocking mechanisms facilitate management of the time acceptable for processing

• Menu-driven compilation of complex reports for monitoring of SLAs and service quality
• Saving and export of frequently used reports
• Automated generation and time-driven dispatch of saved reports to pre-defined recipients (recipient groups), e.g. service management
• Unalterable, automated logging of all events, time stamps, and activities over the complete ticket history, complying with audit requirements
• Export of reports, graphics and analysis data to a printer, in pdf or csv format
• Logging of the processing duration for all tickets as a base for further analysis
• Unalterable data storage complying with audit requirements

• Separate administrator web front-end
• Menu-driven system configuration
• System event-driven E-mail notification for administrators
• Integrated user and permissions administration
• Powerful administration for queues and templates
• Synchronized integration and sequential information retrieval from up to ten data sources for customer and staff authentication (e.g. SQL / LDAP)
• Single sign-on functionality
• Administration of filter rules
• Administration of event-driven notifications and recipients (recipient groups)

• High connectivity and integration capability with existing IT solutions
• CTI integration based on SOAP or XML
• Integration of Network-Monitoring Systems e.g. Nagios, OpenNMS, HP Open View, IBM Tivoli, Microsoft Operation Manager.
• utf-8 support for front and back end
• Support of e-mail attachments (MIME)
• Automatic conversion of html into plain text messages to block risky content.
• PGP support, creation and import of own certificates, encrypted and signed mails, display of encrypted and signed messages.
• Encryption and display of S/MIME messages.
• Attachments of data in any format