OTRS 2.4.7

Operating systemsOS : Windows / Linux / Mac OS / BSD / Solaris
Program licensingScript Licensing : GPL - GNU General Public License
CreatedCreated : Mar 11, 2010
Size downloadDownloads : 8
Program licensing
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The system is built to allow support, sales, ...

The system is built to allow support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to problems and events inside a company or with its customer base.
Most important functions of OTRS by Martin Edenhofer:
Web-Interface:
• Agent web interface for viewing and working on all customer requests
• Admin web interface for changing system things
• Customer web interface for viewing and sending infos to the agents
• Web-interface with themes support
• Web-interface with Single sign on (e. g. HTTPBasicAuth or ticket)
• Multi language support (Brazilian Portuguese, Bulgarian, Czech, Dutch, English, Finnish, French, German, Italian, Polish, Portuguese, Russian and Spanish)
• Customize the output templates (dtl) release independently
• Web-interface with multi attachment support
• Easy and logical to use
Email-Interface:
• MIME support (attachments)
• PGP support
• SMIME support
• Dispatching of incoming email via email addess or x-header
• Auto-responders for customers by incoming emails (per queue)
• Auto convert of incoming html only emails to text/plain (to get it easier searchable)
• Email-notification to the agent by new tickets, follow ups or lock timeouts
• Follow up check based on references and in-reply-to header
Ticket:
• Custom queue view and queue view of all requests
• Ticket locking
• Ticket replies (standard responses)
• Ticket auto-responders per queue
• Ticket history, evolution of ticket status and actions taken on ticket
• Availability to add notes (with different note types) to a ticket
• Ticket zoom feature
• Tickets can be bounced or forwarded to other email addresses
• Ticket can be moved to a different queue (this is helpful if emails are for a specific subject)
• Ticket priority
• Ticket time accounting
• Ticket print view
• Ticket pending feature
• Ticket bulk feature
• Ticket hook divider
• Ticket event module layer
• Generic agent to do automatically actions on tickets (based on scheduled jobs)
• Content fulltext search
• Ticket ACL support
• Ticket workflow feature
System:
• ASP (activ service providing) support
• Calendar / WorkingTime support for time calculations (SLA)
• Customer Source can be used from a SQL databases or LDAP (e. g. eDirectory, AD, OpenLDAP)
• TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#'
• Ticket number format free setable
• Database XML interface (driver for different databases)
• Database layer, support of different SQL databases (e. g. MySQL, PostgeSQL, MaxDB/SAPDB, Oracle and DB2)
• A stats framework
• UTF-8 support for frontend and backend
otrs 2.4.7 web package manager (to install applications like calendar or filemanager)
• Agent authentication against database, ldap, httpauth or radius
• Customer authentication against database, ldap, httpauth or radius
• Creation and configuration of user accounts, groups and roles
• Creation of standard responses
• Creation of sub queue
• Signature configuration per queue
• Salutation configuration per queue
• Email-notification of administrators
• Email-notification sent to problem reporter (by create, locked, deleted, moved and closed)
• Submitting update-info (via email or webinterface)
• Deadlines for trouble tickets
• Global TimeZone feature
• Web config editor
• Link support of objects link tickets, faqs, . . .
• Different levels of permissions/access-rights
• Easy to develope you own addon's (OTRS [otrs2.4.7.exe] API)
• Easy to write different frontends (e. g. X11, console, . . . )
• A fast and usefull application
Demands:
• Perl 5 or later
• LDAPv2-compliant server, DBI, DBD::mysql, Digest::MD5, MIME::Base64, Net::DNS
• Net::LDAP (for using LDAP), GD, GD::Text, GD::Graph, GD::Graph::lines, GD::Text::Align
News in the current OTRS - 0MB version:
• Vulnerability in OTRS 2.4.7-Core allows SQL-Injection.
• Removed inline image of forwarded message and compsing answers in agent interface are still included.
• TicketFreeTime option in Customer frontend for ticket search does not work as expected (only every second is used).
• Multiple tickets get created with a huge POP3 Mailbox - more then 2000 email in the box. Error message: ("Deep recursion on subroutine").
• Attachments are stripped/not shown from outgoing emails in some scenarios with ms exchange.

OTRS 2.4.7 scripting tags: solve, feature, queue, ticket, system, email, help desck, ticketing system, otrs, customer support. What is new in OTRS 2.4.7 software script? - Unable to find OTRS 2.4.7 news. What is improvements are expecting? Newly-made OTRS 2.5 will be downloaded from here. You may download directly. Please write the reviews of the OTRS. License limitations are unspecified.