OTRS Open Source Ticket Requesting Systems
Advanced enterprise solution for managing IT services-related processes.
This web-based trouble ticketing system incorporates the entire scope of processes involved in IT Service Management, including
support, sales, pre-sales, billing, internal IT, support desk. This system organizes IT support into efficient, responsive and very productive team that delivers enhanced value services to their customers.
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.
GLPI and OCS Inventory Management Systems
Features list of GLPI
General
- Multi-entities management (multi-park, multi-structure)
- Multi-users management
- Multiple Authentication System (local, LDAP, AD, Pop/Imap, CAS, x509…) and multiple servers
- Multilingual management (36 languages available )
- Permissions and profiles system
- Cache and Pagination system
- Complex search module
- Bookmark search system
- Configurability of display fields in lists
- Export System in PDF, CSV and SLK (spreadsheet)
- Saving/restoration module of the database to the SQL format
- Exportation of the database to the XML format
- Configurable dropdowns
- Dictionary
- System of notifications on events (consumable stock, expiry of contracts and licenses), customizable and by entity
- Customizable cron tasks
- Updates check system
- UTF8 interface
- HTML 4.01 compatibility
Inventory
- Import data of the inventory from one or several OCS Inventory NG servers
- Inventory of the computers fleet with management of its components, disk space and TCO management
- Inventory of the monitors with management of the connections to the computers
- Inventory of the network hardware fleet with management of the connections to the devices (IP, Mac addresses, VLANs…).
- Inventory of printers fleet with management of connections to the computers and management of consumable associated and consumption and the thresholds of alarm.
- Inventory of the external devices (scanners, graphical tables…) with management of the connections to the computers – Inventory of the telephones fleet with management of connections to the computers
- Inventory if the software fleet with license and expiration dates management
- Assignment of the hardware by geographic area (room, floor…)
- Typing models management to make the insertion of equal configurations easier
- Commercial and financial Information management (purchase, guarantee and extension, damping)
- Filing of the materials left the inventory
- Management of the status of the hardwares
- Management of the various states for the materials (in repair…) – Management of generic peripherals and monitors being able to be associated several computers
- Management of external bonds towards other applications
- History of the modifications on the elements of the inventory
Tracking
- Management of the tracking requests for all the types of material of the inventory
- Tracking requests opened using web interface or email
- Business rules when opening tickets (customizable by entity)
Final user
- Final user frontend for intervention demand
- Mail tracking of the intervention demand feature
- Interventions history consultation
- Possibility of adding comments at the request of intervention using web interface or email
- Approval of the solution
Technicians
- Interventions demands priority management
- Tracking of interventions demands
- Mail tracking of interventions
- Request validation
- Assignment of interventions demands
- Opening/Closing/Re-opening of interventions
- Assignment of a real time of interventions
- History of done interventions
- Displaying of the interventions to do by a technician
- Displaying of the history of the interventions for a given hardware
- Posting of the interventions to be realized by technician
- Posting of the history of the interventions for a given material
- Management of planning of intervention
- Define the solution
Statistics
Statistics reports by month, year, total in PNG, SVG or CSV.
- Global
- By technician or enterprise
- By hardware, location or type
- By user
- By category
- By priority
Management
- Management of enterprises (manufacturers, suppliers, conveyors, people receiving benefits…) and associated contacts
- Management of the contracts (loan, hiring, leasing, insurance, maintenance and service)
- Management of the documents related to the elements of inventories, contracts…
- Management of the types of authorized documents
- Budget management
Reservation
- Management of the reservations for the material in affected inventory with the park of loan
- User interface (calendar) for reservation
Knowledge Database
- Management of a basic system of knowledge hierarchical
- Management of a public FAQ
Reports
Reports generation about the devices
- By device-type
- By associated contract
- By commercial informations
Network Reports
Technicals aspects
GLPI use the following technologies :
- PHP
- MYSQL for the database
- HTML for the WEB pages
- CSS for style sheets
- XML for report generation
We recommend the use of :
- The Apache WEB server or equivalent
- A respectful navigator of the standards
But GLPI works also with Xampp, Wamp…
Open Computer and Software Inventory Next Generation
BIOS
processors
memory slots arrays
total physical memory
total paging file/ swap size
input devices
system ports
system slots
system controllers
storage peripherals
logical drives / partitions
sound devices
video adapters
display monitors
telephony modems
network adapters
printers
operating systems
software
registry values
computer description
switch, router, network printer and unattended devices with MAC and IP addresses
