OTRS Launches OTRS Help Desk 3.1
November 22, 2011
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OTRS, a provider of open source Help Desk and ITIL V3 compliant IT Service Management (ITSM) solutions, launched the Beta Release of OTRS Help Desk 3.1, featuring the Generic Interface, Dynamic Fields and several Ticket Management improvements.

A Beta Release of OTRS ITSM 3.1 will be available on Thursday, November 24th 2011.

The stable release is scheduled to be available mid of February 2012.

New Features in Help Desk 3.1:

The Generic Interface is a flexible framework to allow integration of OTRS with third party applications via web service interconnections. OTRS thereby can act in both ways - i.e. as a provider or requester of information. With the Generic Interface, additional web services can be easily configured using existing OTRS modules. They can also be combined to create a completely new web service. The Generic Interface will therefore expand the range of calls you can make to OTRS, simplifying and enhancing the interchange of data in and out of OTRS to other applications.

The DynamicFields Feature replaces the existing ticket and article FreeText and FreeTime fields with a dynamic structure, which will also allow creating custom forms in OTRS. With this new feature an unlimited amount of fields can be configured using a graphical user interface for administration. New custom field types can also be created with small effort, as the fields are created in a modular, pluggable way. OTRS will provide a seamless upgrade path of former field types to the enhanced structure of OTRS Help Desk 3.1

The new Feature Add-On "External Escalation Notification" has been integrated into the standard version of OTRS HelpDesk 3.1

OTRS Help Desk 3.1 comes with several ticket management improvements. Ticket creation now offers the possibility to specify multiple email addresses as 'To:', 'CC:' or 'BCC:' when creating a new phone or email ticket. Inbound phone calls can now be registered with existing tickets using an own mask and the ticket overview preview allows to exclude articles of certain types from being displayed. Further more, certain article types can be configured that will be displayed expanded by default when accessing the overview.

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