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New!
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OTRS 2.3 is published!
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announce at otrs.org:
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OTRS announcements and important news.
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| What is the OTRS? |
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OTRS is an Open source Ticket Request System
(also well known as trouble ticket system)
with many features to manage customer telephone calls and e-mails.
The system is built to allow your support, sales, pre-sales, billing, internal IT,
helpdesk, etc. department to react quickly to inbound inquiries.
Do you receive many e-mails and want to answer them with a team of agents?
You're going to love the OTRS!
It is distributed under the
GNU General Public License (GPL) and
tested on Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x and Windows.
The ((otrs)) company provides commercial services (e.g. support, consulting, training, pre-build-systems, etc.) for the OTRS (English and German).
Try our demo system to get an impression of this kind of magic.
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| People about OTRS |
We use OTRS as a tool to manage orders and support calls via phone and email.
This way we increased our response and quality of customer communications a lot.
An important feature of OTRS is the GnuPG (GNU implementation of PGP) support to sign emails to customers.
Other helpful features are the integration of our existing PostgreSQL database
with customer data and the integration of our LDAP database with agents.
Thanks to the programmers for this flexible system.
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| News (top 15) |
| 2007-08-05 |
OTRS 2.3.1 (Bora Bora) is released!
The OTRS Team is pleased to announce the release of OTRS 2.3.1.
Major Key Changes:
"Performance, Performance, Performance!"
- Data base- & 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 Zoome & 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 & 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.
IMAP, IMAPS, POP3 & POP3S support
- With OTRS 2.3 IMAP, IMAPS, and POP3S 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 & 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.
And many new other features!
[ftp://ftp.otrs.org/pub/otrs/]
[full announcement]
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| 2008-07-22 |
OTRS 2.3.0 rc1 (Bora Bora) is released!
The OTRS Team is pleased to announce the release of OTRS 2.3.0 rc1.
Enhancements:
Added Ingres 2006 R3 database experimental support.
Updated norwegian translation, thanks to Fredrik Andersen!
Updated finish translation, thanks to Mikko Hynninen!
Updated catalonian translation, thanks to Antonio Linde!
Updated french translation, thanks to Yann Richard!
Updated persian translation, thanks to Amir Shams Parsa!
Bugfixes:
Fixed Bug #2712 - Emails of a POP3 or IMAP box got deleted/lost independently of their actual processing status. A safety check has been implemented, that prevents e-Mails from getting lost.
Fixed Bug #3098 - Ticket number search in the new link mask does'nt work correctly. '*' at the beginning and the end of a search string was added automatically.
Fixed Bug #3012 - Statistic module was probably not accessible. It failed with a message "Got no UserLanguage".
Fixed Bug #3066 - Login after initial setup sometimes failed. The new CPAN module XML::Parser::Lite crashed if XML::Parser was'nt installed, so the creation of config files (based on XML files) were denied.
[ftp://ftp.otrs.org/pub/otrs/]
[full announcement]
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| 2008-07-07 |
OTRS 2.3.0 beta4 (Bora Bora) is released!
The OTRS Team is pleased to announce the release of OTRS 2.3.0 beta4.
Changes:
Fixed bug #3053 - AJAX functionality within the ticket interface wasn't working properly when the cookies support was disabled in the browser.
Fixed bug #3046 - Creating a new Phone- or Email-Ticket in the agent interface required to click twice on the "create" botton.
Fixed bug #3047 - Once assigned it wasn't possible to reset services and slas to the option >none< in the AgentTicketNote screen.
Fixed bug #2960 - OTRS update script "scripts/DBUpdate-to-2.3.pl" failed if there existed no config file (ZZZAuto.pm). The script now creates a new file if there is no existing config file (ZZZAuto.pm) found.
Fixed bug #3029 - Search results in the agent interface of linkable objects were not sorted correctly.
Fixed bug #3030 - If the same linked ticket was linked again the user didn't get the intended error message in the web interface.
Fixed bug #3034 - The "Article sort order" in the Ticket Zoom screen wasn't working properly while using the new Expand/Collapse feature.
Fixed bug #3059 - New ticket fulltext search feature wasn't working properly because of a missing "article_search" table in *.sql create scripts.
[ftp://ftp.otrs.org/pub/otrs/]
[full announcement]
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| 2008-07-05 |
Your help is needed! Update the OTRS 2.3 translation files.
We need your help! Update OTRS translation files!
A long time is over and we are at the end of the OTRS 2.3 beta time line.
So it's time to give the current OTRS translation state to you to show
where help for OTRS is needed.
It would be very nice if you could help to updated your language file and just
send it back to the OTRS team.
The current files can be found in the latest beta release under
http://cvs.otrs.org/viewvc.cgi/otrs/Kernel/Language/.
[our daily refreshed i18n status page]
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| 2008-06-26 |
OTRS 2.3.0 beta3 (Bora Bora) is released!
The OTRS Team is pleased to announce the release of OTRS 2.3.0 beta3.
Changes:
Fixed bug# 1565 - A responsible Agent wasn't updated when a new phone or e-mail ticket was created.
Fixed bug# 2957 - Merged ticket wasn't shown as 'canceled' in the linked objects table.
Fixed bug# 2969 - Users were unable to pass the login screen, error message: 'undefined value as a HASH reference at Kernel/System/Ticket/ IndexAccelerator/RuntimeDB.pm line 57'.
Fixed bug# 2979 - Agents were unable to work on tickets, even with rw permissions error message: "no permission".
Fixed bug# 2980 - Every time when IMAP or IMAPs was executed, Agents got a cron email (message: 'use of uninitialized value in numeric gt (>) at')
Fixed bug# 3005 - AJAX functionality in the phone and email ticket mask wasn't working for Service and SLAs.
[ftp://ftp.otrs.org/pub/otrs/]
[full announcement]
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| 2008-06-04 |
OTRS 2.2.7 (Ipanema) in 26 langauges released!
The OTRS Team is pleased to announce a minor bug fix release, OTRS 2.2.7.
Fixes:
Bug #2934 - PostmasterPOP3.pl - crashes on "malformed UTF-8 character (fatal)..." on incoming emails. Improved UTF-8 valid check to process also invalid emails (mostly junk emails).
Bug #2822 - Fixed empty Ticket Number in subject of Bounce Notification to customer/sender (Bounced emails got no subject).
Bug #2829 - Fixed local system email address (OTRS email address) is always set to CC option in compose email answer screen. Removed system email address automatically from Cc option now.
Bug #2882 - Fixed SQL foreign key syntax in otrs-schema-post.mysql.sql on InnoDB.
Bug #2683 - $QData{"OrigFrom"} in Reply leads to wrong quote in email answer if sender is agent (To of origin email is used).
Bug #2870 - Fixed Customer-Frontend: No Access to Company Tickets (CustomerIDCheck fails).
And other small bugfixes.
Enhancements:
Added new estonian translation. Thanks to Lauri Jesmin!
Added new catalonian translation. Thanks to Antonio Linde!
[ftp://ftp.otrs.org/pub/otrs/]
[full announcement]
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| 2008-06-02 |
OTRS 2.3.0 beta2 (Bora Bora) is released!
The OTRS Team is pleased to announce the release of OTRS 2.3.0 beta2.
Changes:
Fixed bug# 2500 - Fixed issues with umlauts in queue names.
Fixed bug# 2902 - Fixed examples for salutation and signature in the admin interface.
Fixed bug# 2940 - Fixed SQL in update script (scripts/DBUpdate-to-2.3.*.sql).
Fixed bug# 2891 - Fixed typo in bounce notification.
Fixed bug# 2956 - Ticket escalation with SLAs is working again.
[ftp://ftp.otrs.org/pub/otrs/]
[full announcement]
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| 2008-05-19 |
OTRS 2.3.0 beta1 (Bora Bora) is released!
The OTRS Team is pleased to announce the release of OTRS 2.3.0 beta1.
Changes:
"Performance, Performance, Performance"
Data base- & code-improvements increase lead to a general performance gain of OTRS up to 20%.
The support of an index 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 & 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 & FreeTime Options"
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 for postmaster X-Header.
"IMAP, IMAPS & POP3S Support"
With OTRS 2.3 IMAP, IMAPS, and POP3S is supported to fetch
mails from your mail server.
"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.
"Escalation View"
An escalation view has been added that displays all tickets
sorted by their remaining time to escalation.
[ftp://ftp.otrs.org/pub/otrs/]
[full announcement]
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| 2008-05-09 |
OTRS admin training between 30/06/2008 and 01/07/2008 (German)!
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Starting on 30/06/2008 an OTRS admin training takes place at the Linux Hotel in Essen, Germany.
This 2-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms,
how to configure the system for various scenarios, customize the frontend, etc.
Thanks!
[http://www.linuxhotel.de/] (German)
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| 2008-05-06 |
CNET.com Blog: OTRS an open-source ticket system worth watching
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Matt Asay posted on the CNET.com Blog "The Open Road" about OTRS.
"OTRS, an open-source ticket system worth watching"
[...]
A year or so ago I was looking around for a good ticketing system and came
across OTRS. Looking around the ticketing system landscape, it's hard to miss
OTRS. There are others, of course, like Request Tracker, but based on the
numbers OTRS appears to be the leading ticketing system.
It's an impressive system with an equally impressive list of over 150 paid
customers, including Nokia, Siemens, Lufthansa, Boeing, NASA Ames Research Center,
Amnesty International, and Fujitsu Microelectronics America. If you believe that
technology companies are good bellwethers of smart technology decisions, then OTRS
has this in spades (including free use of OTRS by Intel and Sun, as well as GE and
the American Stock Exchange, and 6,000 other companies).
[...]
[Read more: http://www.cnet.com/8301-13505_1-9929001-16.html]
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| 2008-05-05 |
OTRS::ITSM 1.1.1 (Whitehaven Beach) released!
The OTRS Team is pleased to announce a feature OTRS extention, OTRS::ITSM 1.1.1.
OTRS::ITSM is an addon to OTRS 2.2 to support ITIL compliant IT service management.
New features:
Authorization concept - each object: Service/SLA, Location, CI, Linkobject no create an own group, so the agents rights can be assigned more granulary.
Services can be assigned to authorized customers. Further more, services may be assigned as general 'defaultservices' which are valid for use for each customer.
A structured tree view on services & CIs including informations on each objects current status allows to analyse an incident and calculate the incidents impact on affected services and customers.
A service agent may search, select and assign any of a customers configuration items (CIs) while recording an incident ticket.
Configuration items (CIs) may now be imported and exported in a CSV file or by using the API.
A huge variety of additional reports have been created, e.g.:
- Total of all ever created tickets per ticket-type and priority; status; queue; service
- Monthly overview of all ever created tickets of a previous month per ticket-type; priority; status; queue; service
- Total of all configuration items (CIs) created in a previous month per class; per status
- Total of all configuration items (CIs) created per class; per status
- Total of all configuration items (CIs) created in a defined period per class; per status
- First time solution rate of all ever created tickets per ticket-type and priority; queue; service
- First time solution rate in a previous month per ticket-type; per priority; per queue; per service
- First time solution rate in a defined period per ticket-type and priority; queue; service
- Average resolution time of all ever created tickets per ticket- type and priority; queue; service
- Average resolution time in a previous month per ticket- type and priority; queue; service
- Average resolution time in a defined period per ticket- type and priority; queue; service
Added print function for CIs, Services, SLAs, Locations
[full announcement]
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| 2008-04-09 |
FAQ 1.3.1 is released!
The OTRS Team is pleased to announce a feature release, FAQ 1.3.1.
Enhancements:
FAQs may be inserted at a cursors position in a mail body while composing messages to the customer.
Multiple attachments may now be attached to the FAQ article.
RSS support has been relealized for public FAQ articles which means you will be informed about new posted FAQs.
Fixes:
Bug #2722 - Saving a category lead to an error if no comment
was given. A validation has been added to ensure
that a comment is mandatory.
Bug #2445 - After installing the FAQ module and creating a
new article, it was not possibe to select a
category because of missing permission. A new
check has been added to inform the user that
permissions need to be set.
Bug #2305, 1783 - After having used the FAQ while creating a
ticket, OTRS now switches back to the ticket zoom
instead of the FAQ explorer view which was a bug.
Bug #2033 - FAQ articles that contain attachments may now be
deleted. The issue was caused by a database
foreign key issue.
Bug #2381 - Links between a FAQ articles and tickets (even
those a customer is not permitted to view) have
been removed in the customer interface.
And some other small bugfixes.
Installation/Upgrade:
Quite simple, just use the OTRS package manager in your OTRS administration interface and click on your OTRS.org online repository to install or upgrade the FAQ.
[full announcement]
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| 2008-03-31 |
OTRS 2.2.6 (Ipanema) is released!
Includes Security fixes, we recomment all OTRS users to upgrade to OTRS 2.2.6 or to OTRS 2.1.8!
The OTRS Team is pleased to announce a minor bug fix release, OTRS 2.2.6.
Fixes:
Bug #2650 - Mails isn't completely imported by PostmasterPOP3.pl (mail body is cut off, if no content type is availabe but 8bit chars are used).
Bug #2758 - Sometimes non-latin filenames (e. g. koi8-r, utf8, cp1251) in emails are not shown correctly.
Bug #2462 - Permission is denied when trying to print ticket details from customer panel (customer.pl).
Bug #2541 - Added missing "Ticket unlock" link for ticket for the followin actions 'Phone call', 'Merge', 'Move' and 'Forward'.
Bug #1957 - Auto reply for new Phone-Tickets replies to non- Existing addresses (if no email address is given in 'From' field).
Bug #1975 - Cannot forward email with .eml files as attachment.
Bug #2413 - Cannot write to BLOB column in table XML_STORAGE with DB2.
Bug #954 - Ticket split should link tickets automatically (origin to new one).
And some other small bugfixes.
Enhancements:
Added new turkish translation. Thanks to Necmettin Begiter!
Updated Vietnamese translation. Thanks to Nguyen Nguyet. Phuong!
[ftp://ftp.otrs.org/pub/otrs/]
[full announcement]
[Englisch Advisory OSA-2008-01]
[German Advisory OSA-2008-01]
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