Still using ((OTRS)) Community Edition?
Never at risk with updated software.
Go pro. Go OTRS.
Advantages of Switching to OTRS
IT security
OTRS Group follows GDPR compliant processes and uses secure data centers, unlike users of the ((OTRS)) Community Edition who take care of IT security on their own.
Completely managed solution
The OTRS Group offers hosting, patching, maintenance, consulting and more. For you, this means fewer resources needed and more time for important things.
Professional system customization
OTRS has over 2,500 configuration options. Our experts will provide you with skilled support in customizing your system.
Fast process implementation
ITIL® (ITIL® is a registered trade mark of Axelos Limited. All rights reserved.), ITSM, ISMS, HR Management - with OTRS BPMS, predefined processes can be used immediately.
User Interface
Outdated GUI and functionality
What is ((OTRS)) Community Edition?
The ((OTRS)) Community Edition is an open source help desk and ticketing system. It can be used by any company, if they have the in-house skills to install, customize and support it.
Note: The ((OTRS)) Community Edition won’t be maintained anymore. Updates and security fixes are no longer released. (EOL)
What is OTRS?
OTRS is a professional service management solution that is backed by a team of developers, consultants, support staff and trainers. It incorporates many tools needed by service owners to deliver, oversee and optimize services, such as:
- CMDB
- chat tools
- powerful API
- business process automation
- ITSM
- knowledge base
OTRS is a complete service management solution for businesses that are ready to professionalize their service and support desks – be those internal or external. And, it integrates perfectly with your existing landscape.
What's the difference between ((OTRS)) Community Edition and OTRS?
((OTRS)) Community Edition
-
Support:
No support available. -
User Interface:
Outdated look and functionality. -
OTRS Documentation:
Maybe. OTRS 6-related documentation has reached end of life by the manufacturer. Any updates to this would need to be funded and supported by independent teams. -
Features:
OTRS freebie features until OTRS 6. -
Training:
No training available. -
OTRS API:
Not publicly available. -
Data Protection::
High risk! Security fixes are not available! For example, see latest security advisories.
OTRS
-
Support:
Direct from the product manufacturer. -
User Interface:
Modern interfaces for your teams, employees and customers. -
OTRS Documentation:
Product manufacturer has professional software documentation team. -
Features:
Unlimited choice of features. -
Training:
Professional training team in place. -
OTRS API:
Available with online reference documentation. -
Data Protection:
Patching instantly done for managed customers by product manufacturer.
Our consultants support perfect OTRS migrations
Move to OTRS
FAQ
Migration speed depends on which migration option you pick. There are several choices:
Option A – On-Premise Migration
Remain on-premise and keep your existing configuration. You plan downtime for the update. OTRS will migrate your data into the latest version. The effort for such an update is about 2-3 days. A prior test migration is highly recommended.
Option B – Transition to OTRS Managed
Make the switch to the OTRS SaaS environment, and we’ll do the update for you. You’ll never have to use outdated software again. With this option, your data will be completely transferred and downtime is required. Connections to third-party systems may need to be adjusted. The effort for such a transition is about 1-2 days, including a test migration.
Option C – Opt for Fresh OTRS Instance
Choose between a brand new OTRS on-premise or SaaS solution, and work with OTRS consultants to design a new OTRS solution. When the system is ready and the employees are trained, you can transfer your old tickets to the new system without downtime after completing the ticket transfer workshop. Expect a minimum of 4-6 consulting days.
Option D – Pick an OTRS Solution Scenario
OTRS Group offers many different Solution Scenarios that are already tailored to the needs of ITSM, HR, Office, Customer Service or IT Security teams. Save consulting effort and benefit from our best practices, which you can further customize as needed. Just like with option C, you can transfer tickets from the old system at your convenience without downtime after completion of the ticket transfer workshop. Only 2 days consulting are needed if you are happy with the default setup. Let us know if you’d like to test one of these upfront.
Migration is possible from version 4.
Yes. There is a downtime for the final migration. It depends on the amount of data.
If you choose the managed version, we provide the server for you.
With the on-premise version, you provide it yourself.
Third-party packages will not be adopted and will be deleted before the final migration. However, OTRS offers a wide range of features to cover most needs of their Community Edition version.
About OTRS Documentation and Manuals
OTRS API
- Sending and receiving data
- Updating data
- Creating a ticket based on external events
- Modifying a ticket based on external events
- Creating a calendar appointment automatically
