OTRS

Issue tracking and service desk systems are used for handling customer inquiries. The open source tool OTRS is recognized as the de facto standard in this area. However, in addition to providing mechanisms for processing calls in a structured way, having support for SLAs and offering a good authentication scheme, OTRS has many more advantages.

The system's most important functional enhancement is OTRS::ITSM, a framework that relates closely to the ITIL standard. The integrated CMDB offers predefined, extensible classes for managing CIs. It is then possible to assign this information to specific tickets. The integrated Change Management system provides access to the data as well. Changes can be generated in a flexible way and can also be saved as templates.
Problem Management is yet another area where OTRS shines. The software differentiates between different types of tickets such as for incidents, problems and change requests.

Because our knowledge is limited, being able to share it with others is essential. The FAQ functionality of OTRS allows for easy sharing of solutions to common problems,  benefiting customers and support staff alike. Both groups have access to special areas that can be freely defined. Self help areas such as these will significantly reduce the number of support requests. They will also speed up processing of tickets.

it-novum has developed a number of OTRS extensions for your convenience. Take advantage of our know-how! The following extension modules are available:

• Time monitoring by agents
• Billing for services
• Mobile apps for iOS und Android
• Interfaces to Business Intelligence systems
• Live integration with SugarCRM

Our job is to advise customers. Starting with a jointly developed system definition, we will implement your ideas and requirements regarding OTRS or refine our extension modules to fit your needs exactly. Please feel free to contact us.