Ultra-flat and ultra-fast – OTRS 4 will enhance your Service Desk

Your benefits:

  • Improved viewing direction due to ultra-flat and clean design
  •  Improved performance due to revisions of the core software
  • New template engine based on Template::Toolkit
  • More possibilities to integrate due to support of HTTPS REST
  • New overviews of running processes and services

 

Improved viewing direction and faster processing of tickets with the Service Desk software OTRS 4

OTRS 4 Service Desk software mit neuem flachen Design

New ultra-flat and clean design

The Service Desk software OTRS 4 offers agents an optimized viewing direction and guarantees faster processing of tickets because agents can focus more clearly on the content.

Furthermore, agents can re-organize the main menu with Drag&Drop according to their preferences.

OTRS 4 can now display up to 1,000 articles within a ticket.

 

New direct response to a ticket note

The Service Desk software OTRS 4 offers agents an optimized viewing direction and guarantees faster processing of tickets because agents can focus more clearly on the content.

Furthermore, agents can re-organize the main menu with Drag&Drop according to their preferences.

OTRS 4 can now display up to 1,000 articles within a ticket.

OTRS 4 Service Desk Software offers an internal reply to notes feature

OTRS 4 Service Desk software offers a MyServices View

New dashboard overview “MyServices”

So that agents not only have a better overview of their subscribed queues, but also have an eye on the services they are in charge of the former OTRS Feature Add-On “My Services” has been integrated into the OTRS standard.

The activation of follow-up notifications regarding these services can be done along with the MyQueues feature in the agent’s personal preferences. It is possible to receive follow-up notifications for both.

To contact customers that are online in the system even faster agents can now, with only one click on the respective dashboard widget on the right side, directly enter  the customer information center.

When choosing a pending reminder date or when using the calendar functionality agents can now flexibly define a start-day of the week.

Time-saving search for ticket attachments and for Last Change Time

With the OTRS 4 service desk software and the new ticket attachment, search agents, as well as customers, will no longer lose time searching for attachments in tickets in the agent or customer interface. With this, OTRS 4 can be used even more comfortably for the audit-proof storage of documents.

Additionally, it is now possible to search for the last Change Time of a ticket to proceed with a further task.

Besides an export of search results into a CSV file, it is now also possible to choose to export into an Excel file.

Service Desk software OTRS 4 offers a ticket attachment search

Service Desk software OTRS 4 offers an overview of running processes

Get informed faster about running process tickets

A new dashboard overview of running process tickets grants the agents more insight into running processes and avoids that processes are run a second time. It also enables the agent to follow-up more quickly with the responsible person in case a process step is delayed.

More integration possibilities with the HTTPS REST network protocol

Within the service desk software OTRS 4 the OTRS Generic Interface becomes even more integrative as now webservices based on the HTTPS REST network protocol, as well as third party systems, can be integrated into OTRS.

Better performance and saving of resources

Due to an extensive modernization of the core software the performance and scalability of OTRS 4 has been be improved again. OTRS 4 is, therefore, not only the fastest OTRS version but also makes it possible for even more agents to work at the same time while using the same resources.

Easier Installation and Administration

    • Postmaster filters are no longer limited to 4 match/set fields. They can now have a configurable amount of fields (default 12, up to 99).
    • A new configuration option Ticket::MergeDynamicFields makes it possible to specify which dynamic fields should also be merged when a ticket is merged to another ticket.
    • New options were added to check dynamic fields of type text on patterns relating to error messages (translated), if they do not match.
    • New options wer added to restrict dynamic fields of type date/datetime on future or past dates.
    • OTRS can be configured to automatically unlock a ticket if articles are added and the owner is out of office.
    • Linked tickets of a specific type (e.g. merged or removed) can now be hidden via the SysConfig option.
    • ACL handling has been improved, made more consistent and is easier to debug.
      – Added new ACL option, PossibleAdd, to add items to a possible list without resetting (like Possible does).
      – Added new ACL value modifiers [Not], [NotRegExp], [Notregexp], for all ACLs parts.
    • Process handling has been improved, made more consistent and is easier to debug.
      – A new GUID-based entity naming scheme for the OTRS Process configuration makes it possible to safely transfer processes from one system to another without duplicating the entities.
      –  A new Transition Action was added to create a new ticket.
      –  The possibility to define variable Transition Action attributes based on current process ticket values were added.
    • The possibility to schedule System Maintenance periods is available from the System Administration panel in the Admin interface.
      – A notification about an incoming System Maintenance period will be shown with (configurable) time in advance.
      – If a System Maintenance is active, a notification will be shown on the Agent and Customer interface, and only admin users can log on to the system.
      – An overview screen informs admins about active sessions, which can be ended all in one click or one by one.
    • The possibility to disable sysconfig import via configuration was added.
    • Apache MD5 as a new password hashing backend, thanks to Norihiro Tanaka, was added.
    • The possibility to restrict customer self registration by email address whitelist or blacklist, thanks to Renée Bäcker, was added.
    • A new dashboard module that shows the output of an external command, was added thanks to ib.pl.

    Innovations in development – Template Engine and Object Manager

      • New powerful template engine based on Template::Toolkit.
      • A central object manager makes creating and using global objects much easier (thanks to Moritz Lenz @ noris network).
      • The OPM package format was extended to signal that a package has been merged into another package, allowing the package manager to correctly handle this situation during package installation or an update.
      • Caching was centralized in one global cache object, which also performs in-memory caching for all data.
      • A cache benchmark script was added, thanks to ib.pl.

      Usage of Generic Interface and Dynamic Fields – The ITSM Module of OTRS4

      Besides an improved performance also resulting from the new Template Engine and the central Object Manager, the incident state link propagation has been improved and designed more flexibly. It is now possible to add more than one link type for the incident state calculation, as well to define the link direction for each link type. (Take a look at the sysconfig option “ITSM::Core::IncidentLinkTypeDirection”)

      Read the Release Notes for OTRS::ITSM 4 here

      The OTRS Generic Interface enriches the ITSM Configuration Management

        • Via Generic Interface, Configuration Items can now be created, changed, retrieved, and searched.
        • Bulk actions can now be performed on Configuration Items.
        • Newly added flag column to the Configuration Item Overviews with the color of the Deployment State; it also adds a color picker to the General Catalog to define the color preference of each Deployment State.

        Flexible dynamic fields can be used in the ITSM Change Management

        • The freetext fields for changes and workorder have been migrated to more flexible dynamic fields.
        • Improved and easier handling of templates for changes, workorders, and change advisory boards (CAB). It is now easier to edit a template by selecting it from the template overview. A new change or workorder will be created, which can then be edited and saved back into the same template, while the change or workorder will be deleted after it has been saved.

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