Edit Package otrs.import4509

Open Ticket Request System

OTRS is an open source ticket request system with many features to
manage customer telephone calls and e-mails. It is distributed under
the GNU General Public License (GPL) and tested on Linux, Solaris, AIX,
FreeBSD, and Mac OS 10.x. If you receive many e-mails and want to
answer them with a team of agents, OTRS is a tool that can help.

Feature list:

Web interface:

* Agent Web interface for viewing and working on all customer
requests

* Admin Web interface for changing system settings

* Customer Web interface for viewing and sending information to the
agents

* Web interface with themes support

* Multilanguage support (Bulgarian, Dutch, English, Finnish, French,
German, and Spanish)

* Independent customization of the output template's (dtl) release

* Web interface with attachment support

* Easy and logical use

E-Mail Interface:

* MIME support (attachments)

* PGP support

* SMIME support

* Dispatch of incoming e-mail via e-mail address or x-header

* Autoresponders for customers by incoming e-mail (per queue)

* E-mail notification to the agent by new tickets, follow-ups, or
lock time-outs

Ticket:

* Custom queue view and queue view of all requests

* Ticket locking

* Ticket replies (standard responses)

* Ticket autoresponders per queue

* Ticket history, evolution of ticket status, and actions taken on
ticket

* Ability to add notes (with different note types) to a ticket

* Ticket zoom feature

* Tickets can be bounced or forwarded to other e-mail addresses

* Ticket can be moved to a different queue (this is helpful if
e-mails have a specific subject)

* Ticket priority

* Ticket time accounting

* Content full text search

System:

* Creation and configuration of user accounts and groups

* Creation of standard responses

* Signature configuration per queue

* Salutation configuration per queue

* E-mail notification of administrators

* E-mail notification sent to problem reporter (by create, locked,
deleted, moved, and closed)

* Submitting update-info (via e-mail or web interface)

* Deadlines for trouble tickets

* ASP (active service providing) support

* TicketHook freely setable like 'Call#', 'MyTicket#', 'Request#' or
'Ticket#'

* Ticket number format freely setable

* Different levels of permissions and access rights

* XML layer to support different SQL databases (like MySQL,
PostgreSQL, Oracle, and DB2)

* User authentication against database or ldap directory

* Easy development of custom add-ons (OTRS API)

* Easy creation of different front-ends (for example: X Window
System, console)

* A fast and useful application

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Source Files
Filename Size Changed
ZZZAuto.pm 0000000695 695 Bytes over 10 years
itsm-2.1.1.tar.bz2 0001101788 1.05 MB over 10 years
itsm.README.de 0000001333 1.3 KB over 10 years
itsm.README.en 0000001070 1.04 KB over 10 years
otrs-2.4.7-init.patch 0000001608 1.57 KB about 11 years
otrs-2.4.9-CVE-2011-1518.patch 0000012463 12.2 KB almost 10 years
otrs-2.4.9.tar.bz2 0014876302 14.2 MB over 10 years
otrs.README.de 0000000884 884 Bytes about 14 years
otrs.README.en 0000000772 772 Bytes about 14 years
otrs.changes 0000064649 63.1 KB almost 10 years
otrs.spec 0000010695 10.4 KB almost 10 years
rpmlintrc 0000000119 119 Bytes about 11 years
sysconfig.otrs 0000002221 2.17 KB about 14 years
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