2.2. Features

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OTRS has many features. The following list gives an overview of the features included in the central framework.

The features of OTRS

Web interface:

Mail interface:

Tickets:

System:

Top new features of OTRS 3.0

Context

New Ticket and Article Indicator

Optimized Fulltext Search:

New Ticket Zoom View

Global Ticket Overviews

Accessability

New Customer Interface

Archive Feature

New features of OTRS 2.4

Licensing changed to AGPL Version 3 
Why AGPL instead of GPL? - AGPL and GPL are identical, with one exception: For software used in an SaaS environment Copyleft is effective in AGPL - which is not the case when using GPL. Keeping in mind the growing world of SaaS, ((otrs)) wants to ensure that future developments continue to return to the OTRS community. This is the reason for the switch to AGPL.
Why v3 instead of v2? - GPL v2 is getting older and has, especially in the USA, various legal uncertainties. In the opinion of ((otrs)) GPL v3 is keeping the spirit of GPL v2, and at the same time has been tailored to new needs. ((otrs)) views GPLv3, more specifically AGPLv3, as being the best balanced Copyleft Open Source License available today, offering Protection for copyright owners and users and providing the best security under the law.
New Management Dashboard 
The need for a system-spanning, next to real-time, and personalized presentation of useful information led to an integrated Management Dashboard. It is possible to create plug-ins to display content from individual extensions alongside the standard content. Standard plug-ins are:
  • Ticket volume (new & open) from the last 24h, 48h and 72h
  • Calendar including an overview of upcoming events (escalations, auto-unlocks, etc.)
  • System-wide overview of ticket distribution within the queues
  • First Response Time/Solution Time of Queues
  • Integration of RSS
New Standard Reports 
The new reports provided with OTRS 2.4 are:
  • Created Tickets
  • Closed Tickets
  • SLA Analysis
  • Required working time per customer / per queue
  • Solution time analysis per customer / per queue
  • Answer time analysis per customer / per queue
New Master/Slave Ticket Feature 
With the Master/Slave Ticket, it is possible to link multiple tickets of a similar nature, and handle them collectively. As soon as the problem is solved, only the master ticket must be closed. All other tickets will be closed automatically, and the solution text for the master ticket will be sent to all customers of slave tickets.
A new link type 'Slave' will be available. All tickets with this Type of link will inherit the following actions from their Master ticket:
  • Status change
  • Email answers
  • Change in FreeText fields
  • Notes
  • Pending time changes
  • Priority changes
  • Owner changes
  • Responsibility changes
New Rich-Text/HTML E-Mail Support (WYSIWYG) 
With this feature, it is now possible to write e-mails, notes, and notifications in rich text format (HTML format). Using a WYSIWYG editor (What You See Is What You Get), it is possible to comfortably write using formatted text and even include in-line pictures.
New Out-Of-Office Feature 
With this new feature it is possible for all users to activate "out-of-office" to notify colleagues and OTRS of the period of their absence. The out-of-office feature is active for a time frame set by the user. Activation of this feature has the following effects:
In the lists in which an agent can be selected as owner or responsible (i.e. Ticket creation or changing ownership), the period of absence and the time till return will be shown behind the user's name. This will help making the absence of the user more transparent.
If an agent receives a follow-up during a period of absence, the ticket is automatically unlocked and a notification is sent to all agents in the queue. This allows immediate reaction to the customer follow-up by another service employee.
New Ticket Overviews and global Bulk Action 
Flexibility of presentation within the ticket overview is a must. Based on the "S/M/L" (Small/Medium/Large) Ticket View every agent has the possibility to change the view for each type of overview (Queue View, Status View, etc) on-the-fly with a simple mouse click on the appropriate icon. This allows for the highest possible level of individualization and adjustment to any operational situation.
Additionally, decentralization of the Bulk Action feature integrated the Bulk Action in all ticket overviews (Bulk Action allows processing of multiple tickets at a time).

Postmaster Filter recognizes Follow-Ups to internal forwarded messages

Configurable event based notifications

READ-ONLY Permissions and Notifications with watched Tickets

Secure SMTP

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