Open Source Service Management

Efficient Communication with OTRS

The open source solution OTRS (Open Ticket Request System) is an application for IT Service Management and is used for the efficient processing and administration of notifications and queries. Standardising, prioritising, and documenting your processes, OTRS improves service quality as well as the communication between users and your helpdesk. Use OTRS to increase client satsifaction and take care of systematic process optimisation based on the data the tool collects for you.

A major benefit of OTRS is its flexibility: the settings are configurable not only for the complete system, but also for individual workflows. This allows IT service providers to implement OTRS for a number of different clients. What ever your organisation's specific requirements are - the experienced consultants at plan42 take care of optimal conception and adjustment.

Main OTRS Features

• Easy communication and workflow process mapping
• Request routing (e.g. via email, SMS, web form, phone, fax, etc.)
• Automatic assignment to the responsible division
• Automatic documentation of response and processing times
• Automatic escalation once the defined reaction time is exceeded
• Automatic notification sent to the user when the request is processed/updated
• Full-text search and filter functions
• Various databases usable for user management (e.g. internal Active Directory)

Our Services

• Development of a business tracking solution for the implementation in your company
• Installation and configuration of the base system
• Evaluation of your existing IT management processes
• Integration with existing IT management frameworks
• Implementation of customised solutions for OTRS
• Workshops to train your personnel
• Support with the introduction of ITIL service support processes