| Name : otrs
| |
| Version : 2.2.6
| Vendor : SUSE LINUX Products GmbH, Nuernberg, Germany
|
| Release : 15.1
| Date : 2008-06-07 00:52:29
|
| Group : Productivity/Networking/Email/Utilities
| Source RPM : otrs-2.2.6-15.1.src.rpm
|
| Size : 22.66 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 have 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>
|
