OTRS: Ticket Image
|Original author(s)||Martin Edenhofer|
|Type||Service Management, Help Desk|
OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be viewed. As the name implies, the admin dashboard allows system administrators to manage the system: Options are many, but include roles and groups, process automation, channel integration, and CMDB/database options. The third component, the customer portal, is much like a customizable webpage where information can be shared with customers and requests can be tracked on the customer side.
In 2001, OTRS began as an open source help desk ticketing software.
In 2003, OTRS GmbH was formed and a professional company entered the EMEA market. This was followed in 2006 by entry into the North American market.
In 2007, the company was renamed to OTRS AG with the intention of going public, which it did in 2009. This is the same year in which OTRS was brought to Latin America with the Mexican subsidiary officially being founded in 2010. Entry into the APAC region occurred in 2011.
In 2015, a new version of the software, known as OTRS Business Solution, was launched. This commercial version was designed for professional users who needed additional support, configuration and features.
Also in 2015, STORM powered by OTRS was launched.
In 2018, both OTRS-specific products were renamed: Names remain the same today. The open source solution became ((OTRS)) Community Edition. The commercial version is simply named OTRS and is available as managed solution. A third offering is called OTRS On-Premise: As the name implies, this is for professional customers who intend to host the platform in their own data centers.
OTRS GmbH was originally founded in 2003 by André Mindermann (CEO) and Burchard Steinbild (Chairman of the Supervisory Board). In 2007, the company became OTRS Group, also known as OTRS AG. In addition to the two, today's management board includes Christopher Kuhn (COO), Sabine Riedel (Board Member, Marketing, HR), Gabriele Brauer (VP Finance) and Manuel Hecht (VP Global Software Development).
OTRS AG is the source code owner of OTRS.
The OTRS Group has its headquarters in Germany. There are six subsidiaries worldwide, including OTRS Inc. (USA), OTRS S.A. de C.V. (Mexico), OTRS ASIA Pte. Ltd. (Singapore), OTRS Asia Ltd. (Hong Kong), OTRS Do Brasil Soluções Ltda. (Brazil), and OTRS Magyarország Kft. (Hungary).
OTRS AG is listed in the Basic Board of the Frankfurt Stock Exchange.
OTRS is very often used independently, but it is also the foundation of two other products.
STORM powered by OTRS is a SOAR that is used by CERTS, SOCs and PSIRTS. It uses the OTRS service management suite as its backbone, but incorporates security-relevant processes and information.
CONTROL powered by OTRS is an ISMS. It configures OTRS in such a way that it can track and document ISO 27001 controls for compliance teams.
Originally, OTRS supported only the use of a MySQL RDBMS for use as the webserver database. Support has since been added for PostgreSQL, Oracle, DB2, Microsoft SQL Server, and MariaDB (a community-developed fork of MySQL). OTRS may be used on many UNIX or UNIX-like platforms (e.g. Linux, macOS, FreeBSD, etc.) as well as on Microsoft Windows.
The scalability of OTRS systems may be increased by using mod_perl for the Apache Webserver or by separating the database and web server systems, allowing a large number of simultaneously working agents and high volumes of tickets.
In UNIX and UNIX-like environments OTRS can make use of system programs such as the mail transfer agent Postfix to provide email functionality but this should only be considered in limited circumstances in which the possible pitfalls are clearly understood and deemed inconsequential such as cases where there exists limited or no internal corporate email infrastructure. If possible it is always advisable to integrate OTRS with an enterprise's existing email architecture which requires close coordination and planning with the responsible IT representatives. If for some reason implementation constraints make this impossible, you must at the very least request action taken by your organization's DNS provider to configure a DNS 'A' record for the target host which validates the host as an authoritative domain server. A less desirable option, (and more likely to cause issues) would be configuring a DMARC record that allows an exception in normal conformance standards for emails sent from your server, but any far-end (receiving) email server may still bounce the incoming traffic depending on the server configuration.
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