| Name : otrs
| |
| Version : 2.1.3
| Vendor : SUSE LINUX Products GmbH, Nuernberg, Germany
|
| Release : 3
| Date : 2006-11-25 12:44:24
|
| Group : Productivity/Networking/Email/Utilities
| Source RPM : otrs-2.1.3-3.src.rpm
|
| Size : 21.36 MB
| |
| Packager : http://bugs_opensuse_org
| |
| Summary : Open Ticket Request System
|
Description :
OTRS is an open source ticket request system with many features to
manage customer telephone calls and e-mails. It is distributed under
the GNU General Public License (GPL) and tested on Linux, Solaris, AIX,
FreeBSD, and Mac OS 10.x. If you receive many e-mails and want to
answer them with a team of agents, OTRS is a tool that can help.
Feature List:
Web Interface:
- Agent Web interface for viewing and working on all customer
requests
- Admin Web interface for changing system settings
- Customer Web interface for viewing and sending information to the
agents
- Web interface with themes support
- Multilanguage support (Bulgarian, Dutch, English, Finnish, French,
German, and Spanish)
- Independent customization of the output template\'s (dtl) release
- Web interface with attachment support
- Easy and logical use
E-Mail Interface:
- MIME support (attachments)
- PGP support
- SMIME support
- Dispatch of incoming e-mail via e-mail address or x-header
- Autoresponders for customers by incoming e-mail (per queue)
- E-mail notification to the agent by new tickets, follow-ups, or
lock time-outs
Ticket:
- Custom queue view and queue view of all requests
- Ticket locking
- Ticket replies (standard responses)
- Ticket autoresponders per queue
- Ticket history, evolution of ticket status, and actions taken on
ticket
- Ability to add notes (with different note types) to a ticket
- Ticket zoom feature
- Tickets can be bounced or forwarded to other e-mail addresses
- Ticket can be moved to a different queue (this is helpful if
e-mails are for a specific subject)
- Ticket priority
- Ticket time accounting
- Content full text search
System:
- Creation and configuration of user accounts and groups
- Creation of standard responses
- Signature configuration per queue
- Salutation configuration per queue
- E-mail notification of administrators
- E-mail notification sent to problem reporter (by create, locked,
deleted, moved, and closed)
- Submitting update-info (via e-mail or web interface)
- Deadlines for trouble tickets
- ASP (active service providing) support
- TicketHook freely setable like \'Call#\', \'MyTicket#\', \'Request#\' or
\'Ticket#\'
- Ticket number format freely setable
- Different levels of permissions and access rights
- XML layer to support different SQL databases (like MySQL,
PostgreSQL, Oracle, and DB2)
- User authentication against database or ldap directory
- Easy development of custom add-ons (OTRS API)
- Easy creation of different front-ends (for example: X Window
System, console)
- A fast and useful application
Authors:
--------
Carsten Gross < carsten at siski.de>
Christian Schoepplein < cs at otrs.com>
Franz Breu < breu.franz at bogen.net>
Fred van Dijk < fvandijk at marklin.nl>
Lars Müller < lmuelle at samba.org>
Nicolas Goralski < ngoralski at oceanet-technology.com>
Richard Kammermayer < rk at otrs.com>
Stefan Rother < sr at otrs.com>
Thomas Raith < tr at otrs.com>
Vladimir Gerdjikov < gerdjikov at gerdjikovs.net>
Martin Edenhofer < me at otrs.com>
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