OTRS has many features. The following list gives an overview of the features included in the central framework.
The features of OTRS
Web interface:
Easy and initial handling with a web browser.
Because no active web contents like Flash or Java applets are used, the web interface is usable with most web browsers, even with mobile phones or other mobile computers.
A web interface to administer the system via the web is available.
A web interface to handle customer requests by employees/agents via the web is integrated.
A web interface for customers is available to write new tickets, check the state and answer old tickets and search through their own tickets.
The web interface can be customized with different themes; own themes can be integrated.
Support for many languages.
The appearance of output templates can be customized (dtl).
Mails from and into the system can contain multiple attachments.
Mail interface:
Support for mail attachments (MIME support).
Automatic conversion of HTML into plain text messages (more security for dangerous content and enables faster searching).
Mail can be filtered with the X-OTRS headers of the system or via mail addresses, e.g. for spam messages.
PGP support, creation and import of own keys, signing and encrypting outgoing mail, signed and encrypted messages can be displayed.
Support for viewing and encrypting SMIME messages, handling of SMIME certificates.
Auto answers for customers, configurable for every queue.
Email notifications for agents about new tickets, follow-ups or unlocked tickets.
Follow-ups by references or In-Reply-To header entries.
Tickets:
Expanded queue view, fast overview of new requests in a queue.
Tickets can be locked.
Creation of own auto answer templates.
Creation of own auto responders, configurable for every queue.
Ticket history, overview of all events for a ticket (changes of ticket states, replies, notes, etc.).
Print view for tickets.
Adding own (internal or external) notes to a ticket (text and attachments).
Ticket zooming.
Access control lists for tickets can be defined.
Forwarding or bouncing tickets to other mail adresses.
Moving tickets between queues.
Changing/setting the priority of a ticket.
The working time for every ticket can be counted.
Up-coming tasks for a ticket can be defined (pending features).
Bulk actions on tickets are possible.
Automatic and timed actions on tickets are possible with the "GenericAgent".
Full text search on all tickets is possible.
System:
OTRS runs on many operating systems (Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x, Microsoft Windows).
ASP support (active service providing).
Linking several objects is possible, e.g. tickets and FAQ entries.
Integration of external back-ends for the customer data, e.g. via AD, eDirectory or OpenLDAP.
Setting up an own ticket identifier, e.g. Cal#, Ticket#, Request#, e.g.
The integration of your own ticket counter is possible.
Support of several database systems for the central OTRS back-end, e.g. MySQL, PostgreSQL, SAPDB, Oracle).
Framework to create stats.
utf-8 support for the front- and back-end.
Authentication for customers via database, LDAP, HTTPAuth or Radius.
Support of user accounts, user groups and roles.
Support of different access levels for several systems components or queues.
Integration of standard answer texts.
Support of sub queues.
Different salutations and signatures can be defined for every queue.
Email notifications for admins.
Information on updates via mail or the web interface.
Escalation for tickets.
Support for different time zones.
Simple integration of own add-ons or applications with the OTRS API.
Simple creation of own front-ends, e.g. for X11, console.
Performance
Data base- and code-improvements increase lead to a general performance gain of up to 20%.
The support of an indexed full text search has been added. The feature is disabled per default because additional disc space is needed. The expected performance gain is 50%.
Reduced reloads by using AJAX technology.
Instead of an ongoing recalculating of the escalation time during the run time, it is only recalculated when it changes due to an event in OTRS. It is then being stored in the ticket object which allows a direct access of external reporting tools to the data base as well as a more efficient reporting on escalations. This will also lead into a substantial performance improvement.
Search functionality
Support of logical expressions: ticket-, customer- and FAQ- search supports logical expressions, utilizing the AND, OR and ! operators as well as structuring expressions with parentheses.
Search for ticket numbers by using the Browser OpenSearch feature (OpenSearch format).
Search for ticket titles in the agent ticket search form and in the generic agent.
Search for ticket close time in the agent ticket search form and in the generic agent.
Ticket zoom and ticket move
Expand/Collapse of articles: the article view can be expanded to display all articles at once. The current article will remain in focus, and the preceding, or following articles will be displayed.
Structured article tree - The article tree has been changed to a table.
Printing of articles has been realized.
The ticket title of linked tickets are displayed in case of a mouse over action.
Merged tickets are displayed crossed out.
Multiple files can be attached while moving a ticket using the ticket move mask.
Ticket FreeText and FreeTime opportunities
When splitting a ticket, all FreeText and Free Time data will be copied to the new ticket.
Ticket Free Time fields can be declared as mandatory.
A URL can be configured that takes the value of a FreeText field and displays it as an URL link in the ticket.
Added X-OTRS-TicketTime and X-OTRS-FollowUp-TicketTime email headers.
IMAP, IMAPS and POP3S support
With OTRS 2.3 additionally to POP3, POP3S, IMAP and IMAPS is supported to fetch mails from your MTA.
Security
In case of a lost password, OTRS is sending an e-mail to the user with a "password reset link". After clicking this link the new password is sent to the user in a second e-mail.
Notifications and escalations
All agents that have a read permission on a certain queue can be selected for notification.
An escalation view has been added that displays all tickets sorted by their remaining time to escalation.
New features of OTRS 2.2
Support of Services and SLAs: As major step towards IT Servicemanagement OTRS 2.2 brings in the new attributes 'Service' and 'Service Level Agreements (SLA)'. While creating a new ticket a service requester has to select both a service (e. g. email-service) and a related SLA . SLA attributes are "response time", "update time" and "solution time". These attributes are used by the IT Service Organization for notification and escalation purposes in order to keep the agreed SLA. Service- and SLA-related informations within incoming email headers might also be used by the Postmaster-Filter as already known before.
Support of native ticket types: Ticket types can now be managed over the admin interface. You do not longer need to use ticket free text field for this purpose. Installations which already use a ticket free text field for ticket type classification do not need to migrate. This feature will also be shown in zoom and print view for agents and customers and can be changed via the agent interface.
Support of multiple authentication backends: Added support of multi authentication feature for agent and customer backend. By using this feature it is now possible to use multiple trusted authentication sources (i.e. use LDAP as a first source for authentification and in case of an unsuccessful authentification try a SQL DB as a second source).
Support of different password crypt types: Supported and permitted password authentication types for agent and/or customer login are:
unix_crypt()
md5()
plain()
Default is 'unix_crypt()'. The administrator can easily switch from unix_crypt() to md5() on the fly by changing the related configuration parameter.
Changed OTRS internal CustomerUser structure: Customer datas (CustomerUser) are restructured and split into the objects "CustomerCompany" and "CustomerUser" within the internal OTRS database. Company related attributes like company name and address will be managed separately from those attributes related to a single contact (e.g. prename, surname, phone etc.).
This information will be shown in zoom and print like the current customer info.
Enhanced OPM-Format: OPM Packages are now delivered with an additional online help. The introducing page will inform the user about new features and will also give a short overview about the next steps to do after having installed the packages.
PostMaster-Admin-Interface: The improvement has lead to a more detailled definition of those email adresses which have to be matched by PostMaster filter.
SysConfig Improvement: A quicker page view and page saving leads to essential time savings during configuration process.
New features of OTRS 2.1
Stable Support of MicrosoftRSQL Server: The first time OTRS offers an interface to MS SQL Server platforms. Thatþs why OTRS supports all popular operating systems like Linux, Windows, UNIX, Mac OS X etc. as well as all major Databases like MS SQL, MySQL, PostgreSQL, MaxDB/SAP, Oracle and DB2.
Multi-Calender Function: This Feature simplifies working in distributed surroundings. National teams are supported by permitting different local working schedules and public holiday regulations. International organiszations are additionally supported by a time-zone feature.
New Statistics-Framework: Gain access and define your Reports- and Statistics in a more flexible way than ever. A powerful and easy to use Wizard will guide you through the process. Once defined OTRS may deliver periodicaly needed Reports automatically to a predefined Mailing List. Export- and Importfunctions allow to transfer Statistics between different OTRS Installations. So you can define and test your Statistics before loading them up to your productive System.
Optimized Synchronization of authorizations from LDAP-Directory Services: That simplifies the connection of all known LDAP-Directory Services like Microsoft Active Directory, OpenLDAP, Novell eDirectory, Oracle Internet Directory, etc. A usefull Feature which saves time and effort of maintaining authorizations in the local Database of OTRS.
PDF-Generator: OTRS now supports the Output of Reports and Statistics as well as the results of a ticket search and ticket zoom in the PDF-Format.
New implemented Knowledge Database / FAQ-Module: OTRS makes allowance for the need of an efficient Knowledge Management within daily Service Request handling. Fundamental in this context is a quick access towards existing problem-solving Know-How and standardized answers. Advantages: optimized search-functions, more effective administration of FAQ-Articles, faster Navigation and opportunities to rate an existing FAQ-Article.
Tracking of Sub-orders and Support of hierarchical Team-Structures: New Features like the Ticket Supervisor and the Ticket Watchers support working within hierarchical Teams and enable you to define and depute Work packages temporarily to another Service Agent. While the Ticket Supervisor enables authorized Team members to depute a Ticket to another Service Agent without loosing the right to edit this ticket the Ticket Watcher allows you to track a ticket passive on the basis of an individual watchlist.
Optimized Follow-Up-Detection: In addition to the subject heading, OTRS also checks for referable ticket numbers inside the Email-body and further attachments. This new feature aims to automatically assign an incoming Service Request to an existing Incident much faster than before.