Integration

The easy and flexible integration of OTRS Help Desk and OTRS ITSM to your existing IT environment is a major benefit that allows you a seamless and cross-process management of your customers' requests. Increase efficiency of your service management processes by leveraging the Generic Interface, a powerful framework to integrate third party applications of any kind based on webservices. OTRS solutions focus on open standards that allow a quick and easy out of the box integration with the most common components of a professional service management solution.

 

Generic Interface

The Generic Interface (GI) is a powerful framework boosting integration and allowing interconnections between OTRS and any third party application based on web services. It eases integration dramatically, while saving costs and valuable time to build and maintain the interface to your applications.

Learn more about the Generic Interface

 
 
 

 

Vote for Integration

Take the chance to vote for an integration scenario of your special interest . The GenericInterface Connectors Survey provides a short and comprehensive set of questions allowing you to set a focus within the most common categories like ERP, CRM, ITSM, CTI, BI and more.

GenericInterface Connectors Survey

 
 
 
 

Feature

Description

Email integration

  • Automated creation of tickets from POP3 and IMAP email accounts
  • Support for IMAP, IMAPS, POP3, POP3S, SMTP and SMTPS
  • E-mail attachment (S/MIME) support
  • Full UTF-8 character set support

Authentication

  • LDAP directory services support
  • Depending on your system set up, Single Sign-On can be configured
  • Customer authentication by integrating up to 11 additional customer databases

Application integration

  • Simple integration with existing IT solutions using the GenericInterface (GI), a flexible framework allowing web service interconnections of OTRS with  applications like SAP, CRM, Inventory Management, CTI, NMS, other OTRS or Help Desk solutions
  • Realizing complex scenarios by plugging in custom OTRS extensions
  • Easily onfigure new web services by combining existing OTRS modules, without additional code.

Monitoring integration

  • The OTRS extension SystemMonitoring is available for free download and allows to integrate Network and System Management (NMS) solution, e.g. Nagios, OpenNMS, HP Open View, IBM Tivoli and Microsoft Operations Manager
  • Option: interconnect with NMS solutions using the GenericInterface

CTI

  • Depending on requirements and capabilities of the Computer Telephony Integration (CTI) solution the integration can be easily configured or will be customized based on the OTRS SOAP interface
  • Option: interconnect with CTI solutions using the GenericInterface

Data encryption and security

  • Encryption and display of S/MIME messages
  • PGP support: creation and display of encrypted and signed messages
  • Support for creation and import of PGP certificates
  • Automatic conversion of HTML-plain text messages to block risky content