OTRS (Open Source Ticket Request System) is a help desk software open source ad IT Service Management. A software packet for the management of the help desk system which thanks to its functions simplifies request management, by creating, sorting, tracking and archiving tickets received via web, telephone or email users.
Thanks to the OTRS module: ITSM can become an ITSM ITIL compliant system. Supplying the CMDB function as well as Process and Change management functions extendable through the different modules.
More than 150000 companies worldwide use OTRS as customer care software, improving service levels and reducing costs. OTRS is available in 36 different languages and continues to improve due to an active community of more than 5,000 developers.
OTRS and E-time
As well as supplying consulting services and training for ((OTRS)) Community edition, E-time has chosen this help desk software as a starting point for constructing personalized solutions for ticketing and Service desk processes. Thanks to its functionality and trustworthiness, low cost and high levels of personalization, OTRS has become the number one trouble ticketing system in the world. Moreover, to guarantee our clients further comfort and 360 degrees of advantages we have created a Cloud version of OTRS.
Starting from a basic version, we are able to:
- Project and implement new personalized functions
- Supply consulting and training, before, during and after
- supply support, assistance and maintenance in Italian and English
- Supply, install and personalize OTRS in cloud
GCMDB – Graphic CMDB Viewer
GCMDB or Graphic CMDB is an OTRS add-ons for the graphically viewing of CMDB, developed by E-time. GCMDB as well as improving the graphic visualization of the CMDB permits and increases accessibility to the information due to searching by item configuration class(CI), represented by a personalized graph.
- Web application usable anywhere via browser;
- No license costs and no limit on the number of operators;
- Improves communication between operator and end user;
- Improves understanding of the history of each single ticket, thanks to a modern interface, which is rapid and intuitive;
- Multilingual support;
- Improved company efficiency;
- Permits the reduction of request answering times;
- Lower service costs.
Personalizable interface which can be diversified for different users, advanced reporting, panoramic status of ticket elaboration. Multilingual support.
MIME and attachment support, automatic email filtering with routing to reference queue, email notification of new messages, client answers, unopened messages etc…
Separated management of web front-end for staff, clients, administrators and public users. Definition of categories based on the need for cross departmental use, to limit access and determine user groups. Roles and access management based on groups for all of front-end Web. ITIL Roles ® and authorization system. Access Control Lists and Single Sign-On
Ticket creation via web, email, telephone, fax, PDA, SMS or SOAP / XML. Ticket modules and automatic answering, ticket management hierarchy, ticket organization in queues, entrusting to a specific user or more than one user, viewing of the ticket history, possibility to change priority and queue group, information in real time regarding ticket status, pending time and escalation time (escalation units based on SLA), creation and management of own assistance requests through web access. Optimized generic searching of all tickets.
Integration check to ensure that the input emitted is correct and complete. Saving of frequently used reports, automatic generation and sending of reports to predefined destinees, report extraction, graphs and analysis data for printing, PDF or CSV.
Automatic blocking of records after a defined amount of time. Management of absences for illness/holiday.
Otrs functions on different operating systems (Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x) and supports different database systems (MySQL, PostgreSQL, Oracle, MSSQL).