2.2. Features
From open-support.info
Contents |
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 S/MIME messages, handling of S/MIME 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 addresses.
- 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. Call#, Ticket# or Request#.
- The integration of your own ticket counter is possible.
- Support of several database systems for the central OTRS back-end, e.g. MySQL, PostgreSQL, Oracle, DB2).
- 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.
Top new features of OTRS 3.0
- Context
- - User Centered redesign of the Graphical User Interface which results in a dramatic shift from a comprehensive but static to a more powerful and dynamic application using state-of-the art technologies like Ajax, xHTML and optimized CSS.
- New Ticket and Article Indicator
- - This new feature has been implemented on both ticket and article level. It allows an agent at a glance to check for any updates within a ticket or on the article level to check for new and unread articles. You benefit from increased transparency and decreased response times.
- Optimized Fulltext Search
- - The new search feature allows you to flexibly customize the way you browse the information base. Options the new search feature provides range from single search-string searches to complex multi-string boolean search operations including various operators. You benefit from fully customizable searches according to your needs.
- New Ticket Zoom View
- - The redesign based on Ajax technology allows agents to display complex and linked information structures in real-time while keeping the agents' current working environment. The agent will benefit from increased orientation and increased workflow efficiency.
- Global Ticket Overviews
- - Well known from OTRS 2.4 the global ticket overviews have been optimized to achieve increased inter- activity. Depending on the use case and preferences of your agents they can easily change the ticket overviews layout according to their special needs. Options are small, medium and large, each providing a different degree of information details.
- Accessability
- - The redesign includes common accessibility standards WCAG and WAI-ARIA which also allows disabled users to better interact with OTRS Help Desk. The US Rehabilitation Acts Section 508 has been fulfilled.
- New Customer Interface
- - The customer web front-end can be integrated to your organizations intranet and is fully integrated into the redesigned help desk system.
- Archive Feature
- - OTRS 3.0 now offers a new archiving feature. With a separated archive you'll benefit from a reduced time spent for searches and increased display of results.
