The OTRS Group, a provider of open source Help Desk and ITIL V3 compatible IT Service Management (ITSM) solutions, released OTRS Help Desk 3.1 and OTRS ITSM 3.1, available for immediate download.
The newest version of OTRS includes major enhancements that improve interconnectivity of the product with other data systems, and that improve the Agent and Administrator experience while using and configuring OTRS.
One highlight of the new release is the Generic Interface, a flexible framework that allows the connection and integration of OTRS with third party applications via web services. Involving connectors such as the OTRS Solution Manager-Connector (SolMan) or the Ticket-Connector process data can be synchronized with SAP Solution Manager or other systems. An additional connector for the linkage with the Hard- and Software Inventory Tool FusionInventory is planned for release by the end of February 2012.
Another highlight of the new release is Dynamic Fields, a feature that enables users to create custom forms in OTRS and replaces the inflexible structure of FreeText and FreeTime fields.
OTRS Help Desk 3.1 is now also available as OnDemand version featuring quick and easy setup, cloud-based delivery, and the possibility to export data anytime via Pack&Go.
André Mindermann, co-founder and CEO of the OTRS Group, described the strategic approach of the new release. "OTRS is with approximately 100.000 installation in 32 languages worldwide the most famous Help Desk solution, enabling tens of thousands of organizations to improve their service delivery. However, data integration between information systems is the key for success, and lies in an easy integration of OTRS in common third-party solutions such as SAP or CRM platforms. The new innovations in OTRS 3.1 are the foundation for that."
In addition to the Generic Interface and Dynamic Fields, numerous other enhancements in OTRS 3.1 improve the Agent and Administrator experience. These include but are not limited to:
- Extending the number of supported languages to 34, with improved translations of OTRS in Finnish, Serbian, Polish and Japanese.
- Further innovations in OTRS Help Desk 3.1 to enable users to paste pictures from the clipboard into the rich text editor.
- Agent enhancements, so the author of a ticket or article is displayed now. Rendering performance for pages with large amount of data is dramatically improved.
- For OTRS ITSM 3.1 it is now possible to use a mirror database in Change Management for searching changes and work orders, and a newly implemented cache speeds up the condition action backends.
Note that OTRS ITSM 3.1 requires the installation of OTRS Help Desk 3.1.
The Latest
Industry experts offer thoughtful, insightful, and often controversial predictions on how APM, AIOps, Observability, OpenTelemetry and related technologies will evolve and impact business in 2024. Part 2 covers more on Observability ...
The Holiday Season means it is time for APMdigest's annual list of Application Performance Management (APM) predictions, covering IT performance topics. Industry experts — from analysts and consultants to the top vendors — offer thoughtful, insightful, and often controversial predictions on how APM, observability, AIOps and related technologies will evolve and impact business in 2024. Part 1 covers APM and Observability ...
To help you stay on top of the ever-evolving tech scene, Automox IT experts shake the proverbial magic eight ball and share their predictions about tech trends in the coming year. From M&A frenzies to sustainable tech and automation, these forecasts paint an exciting picture of the future ...
Incident management processes are not keeping pace with the demands of modern operations teams, failing to meet the needs of SREs as well as platform and ops teams. Results from the State of DevOps Automation and AI Survey, commissioned by Transposit, point to an incident management paradox. Despite nearly 60% of ITOps and DevOps professionals reporting they have a defined incident management process that's fully documented in one place and over 70% saying they have a level of automation that meets their needs, teams are unable to quickly resolve incidents ...
Today, in the world of enterprise technology, the challenges posed by legacy Virtual Desktop Infrastructure (VDI) systems have long been a source of concern for IT departments. In many instances, this promising solution has become an organizational burden, hindering progress, depleting resources, and taking a psychological and operational toll on employees ...
Within retail organizations across the world, IT teams will be bracing themselves for a hectic holiday season ... While this is an exciting opportunity for retailers to boost sales, it also intensifies severe risk. Any application performance slipup will cause consumers to turn their back on brands, possibly forever. Online shoppers will be completely unforgiving to any retailer who doesn't deliver a seamless digital experience ...
Black Friday is a time when consumers can cash in on some of the biggest deals retailers offer all year long ... Nearly two-thirds of consumers utilize a retailer's web and mobile app for holiday shopping, raising the stakes for competitors to provide the best online experience to retain customer loyalty. Perforce's 2023 Black Friday survey sheds light on consumers' expectations this time of year and how developers can properly prepare their applications for increased online traffic ...
This holiday shopping season, the stakes for online retailers couldn't be higher ... Even an hour or two of downtime for a digital storefront during this critical period can cost millions in lost revenue and has the potential to damage brand credibility. Savvy retailers are increasingly investing in observability to help ensure a seamless, omnichannel customer experience. Just ahead of the holiday season, New Relic released its State of Observability for Retail report, which offers insight and analysis on the adoption and business value of observability for the global retail/consumer industry ...
As organizations struggle to find and retain the talent they need to manage complex cloud implementations, many are leaning toward hybrid cloud as a solution ... While it's true that using the cloud is not a "one size fits all" proposition, it is clear that both large and small companies prefer a hybrid cloud model ...
