Enhance your Service Management with OTRS 3.3 and easier Planning and Improved Overviews

Your benefits

New Management Dashboard with helpful statistics

Easier access and permission management with the new ACL editor

Real-Time Ticket Automatization with the new event-based Generic

Agent

A clearly arranged Dashboard with the new Dashboard Ticket Filter

Support for Retina Displays

OTRS Help Desk Software

Improve your Planning and Administration with OTRS Help Desk 3.3

  • Create better forecasts: The new Management Dashboard displays insightful statistical charts and eases your reporting. For now, IE8 does not support this feature.
  • Easy access and permission management: With the new graphical ACL editor you can add or edit permissions and restrictions more comfortly – for example, establish that only 1st Level agents are allowed to close tickets. Now you can also use ACLs to manage which processes are shown in the agent and customer interface.
  • Plan changes and the use of resources more efficiently: With the new calendar widget for the dashboard, tickets can be shown as events

A Faster and More Effective Service Management with Automatization and OTRS Help Desk 3.3

  • New event-based Generic Agent: Define technical events that change status, queue, or owner and further ticket attributes automatically – as often and as much as you want. Hierarchical escalations and the automated moving of tickets into the right queues are as easy as pie.
  • Response Templates for new tickets and forwarding: Now you can answer your customers even quicker as you can not only use response templates when answering a ticket but also when you create or forward a ticket.
  • Automatized sorting with Postmaster Filter: Filter Spam emails more efficiently or route emails to the correct queue while scanning them for certain keywords. Now you can also use negated filter conditions as well as specify relative pending dates and Owner / Responsible for new tickets based on incoming email data.

Increase the Productivity of your Service Management with a More Valuable Overview in OTRS Help Desk 3.3

  • Create your own Dashboard overview: In the dashboard ticket lists and in the regular ticket overviews you can now choose which ticket attributes, such as status, queue, priority, or escalation times or even freetext fields, you want to see. With the dropdown menu you can filter them as well and by clicking in the head of the columns you can sort them, too.
  • Agents can now mark important articles.
  • A new tree selection widget: This widget makes working with tree data (queues, services, etc.) much faster and easier.
  • Number of tickets per state and per queue in one glance.
  • Flexible adjusting of longer texts: For example, longer queue names or services will adjust so you can see more information at once.
  • OTRS is now Retina-ready: Now OTRS uses font characters from the FontAwesome webfont instead of image icons.
  • Processes can now be started from the Customer Interface
  • Extended search for relative dates: The Date and Date/Time dynamic fields can now search for extended dates (e.g. more than 1 month ago).


Further Integration of External Systems with OTRS Help Desk 3.3

  • Usage of multiple customer company databases.
  • Automatic storage of customer user data in ticket dynamic fields: This enables permanent storage in the ticket to improve reporting.
  • Recognition of external ticket numbers: In case two or more ticketing systems exchange emails, OTRS is now able to recognize ticket numbers from external systems and correctly assign incoming emails to existing tickets.
  • OTRS can now fetch email over POP3/TLS connections.


Further Installation Possibilities with OTRS Help Desk 3.3

  • Setup OTRS now on PostgreSQL, Oracle, and SQL Server databases: You can now use these in addition to MySQL with the new OTRS Web Installer. Furthermore, OTRS now has full support for MySQL 5.6.

Increased Performance and Higher Security for your Service Management with OTRS Help Desk 3.3

  • Customer and Agent passwords can now be encrypted using the strong bcrypt algorithm instead of SHA.
  • There is now better performance due to the usage of icon fonts, reducing the load time.

OTRS IT Service Management Software

Flexible Change Management with OTRS::ITSM 3.3

  • Time dependencies of workorders: OTRS::ITSM eases Change Management with this feature. It keeps the time difference between workorders while moving them accordingly when the planned end date of a workorder is changed.

Classified and Correct Configuration Management with OTRS::ITSM 3.3

  • Configure CI attributes reasonably for every ConfigItem class: This can be done in the CI overview, in the CI search overview, and in the linked CI view in the agent interface.
  • Never mind the spelling: The syntax of CI attributes is now checked with a regular expression while editing or adding the CIs via the agent interface.

Improved Overview in Incident Problem Management and Change Management with OTRS::ITSM 3.3

  • 2 screens for creating changes and workorders – one to create them from scratch and another to create them from a template.
  • Incident state of selected service is shown in the ticket zoom and in all agent frontends where a service can be selected.
  • Upload attachments in the workorder report screen.

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