The Roadmap

2003 | OTRS

Business Object Management

Bulk actions

Feature: Bulk actions

If all incidents or service requests from the same customer or from the same team...

Read more

If all incidents or service requests from the same customer or from the same team must be updated with a new information, service agents benefit from bulk actions. More specific, they can execute one or multiple actions to one or multiple objects in one simple step. This allows them to save time in managing business object properties, rather than spending much time into updating objects one by one.

2003 | OTRS

Security & Permissions

Group-based access control management

Feature: Group based access control management

If business, employee and customer data protection is required, security managers benefit from group-based access...

Read more

If business, employee and customer data protection is required, security managers benefit from group-based access control management. This allows security managers to assign users to specific groups, and then give each group a specific amount of access to the system. This protects information from unauthorized access and creates a safe environment for all communication needs because only group members are able to gain access to information.

2003 | OTRS

Business Object Management

Note visibility options

Feature: Internal and external notes

If experts must be involved in current issues, service agents benefit from note visibility options....

Read more

If experts must be involved in current issues, service agents benefit from note visibility options. More specifically, they can create a note and specify if it is to be displayed internally or externally. By making a note externally available, agents can communicate with customers or subject matter experts or service providers directly from OTRS. This keeps all important communication contained within the ticket itself.

2003 | OTRS

Business Object Management

Service catalogs

Feature: Service catalog

Service managers benefit from service catalogs because they help measure and optimize services. With the...

Read more

Service managers benefit from service catalogs because they help measure and optimize services. With the catalog, they can assign service-related information to reported issues. The assignment establishes a relationship between the service being offered and its performance.

2003 | OTRS

Security & Permissions

Integrated data encryption

Feature: Encrypted data transfer

If data and information security is necessary, users benefit from integrated data encryption. This ensures...

Read more

If data and information security is necessary, users benefit from integrated data encryption. This ensures end-to-end encryption for all kinds of transferred data. Users can trust in the security of all communication, rather than communicating over less secure channels.

2003 | OTRS

Time Management

Fine grain definitions of business hour calendars

Feature: Definition of business hours

If SLAs are setup relative to business hours, service managers benefit from fine grain definitions...

Read more

If SLAs are setup relative to business hours, service managers benefit from fine grain definitions of business hour calendars. More specifically, managers can automatically calculate escalation times so that they account for business hours, helping to consistently meet SLA requirements.

2003 | OTRS

Time Management

Queue or SLA-based escalation times for first response, update, solution and reminder times

Feature: Definition of response solution update and reminder times

If teams have to handle many issues per day, service managers benefit from queue or...

Read more

If teams have to handle many issues per day, service managers benefit from queue or SLA-based escalation times for first response, update, solution and reminder times. This lets teams sort issues by the next closest escalation so that they can focus on the most important issues first.

2003 | OTRS

Security & Permissions

Owner and responsible assignment

Feature: Owner & responsible assignment

Sometimes, first-level teams need information from second-level teams. In this case, service agents benefit from...

Read more

Sometimes, first-level teams need information from second-level teams. In this case, service agents benefit from owner and responsible assignment. This helps one person take responsibility for seeing the work all the way through even if a second person must be involved in its resolution. It helps agents and customers get in contact with the right people easily, rather than having to waste time figuring out who is working on the case.

2003 | OTRS

Automation & Processes

Several classification and categorization options

Feature: Classification and Categorization of Tickets of tickets

It can be hard to search, filter or report on hundreds of business objects at...

Read more

It can be hard to search, filter or report on hundreds of business objects at one time. Categorizing and classifying business objects that are similar can help. For this reason, service agents benefit from several classification and categorization options, allowing them to manage business objects more easily.

2003 | OTRS

Time Management

SLA management

Feature: SLA management

Service optimization and measurement is often based on SLAs, so service managers benefit from SLA...

Read more

Service optimization and measurement is often based on SLAs, so service managers benefit from SLA management. With this, they can assign SLA information to reported issues. This allows them establish relationships between SLAs and issues that can be used for reporting.

2003 | OTRS

Knowledge Management & Self Service

Article split options

Feature: Split & Merge Tickets

Sometimes, customers will send a message that includes more than one request. In this case,...

Read more

Sometimes, customers will send a message that includes more than one request. In this case, service agents benefit from article split options. This lets agents take one request and use it to directly generate another ticket with the same details. This speeds up work, lets agents route the second request to another department if needed, and avoids copy/paste mistakes in the process.

2003 | OTRS

Time Management

Ticket time unit accumulation

Feature: Time recording

If time spent on incident or request resolution must be documented and measured, service managers...

Read more

If time spent on incident or request resolution must be documented and measured, service managers benefit from ticket time unit accumulation. More specific, they can record time units per user to measure on time and cost spendings. This allows them to optimize resource usage directly within OTRS, rather than reporting time units into another system for calculation.

2003 | OTRS

Business Object Management

Sophisticated link layer mechanisms

Feature: Link layer

There are many situations when relationships between business objects must be made apparent, such as...

Read more

There are many situations when relationships between business objects must be made apparent, such as when assets depend on each other or when new issues result from previously reported issues (incident -> problem). To help clarify these situations, service agents benefit from sophisticated link layer mechanisms. This allows them to link any business object with any other business object. The links let agents easily see relationships so that they can gain as much information as possible about the existing business object and save time searching for other cases, assets, inquirites, etc. that may be related to the business object in hand.

2003 | OTRS

Security & Permissions

Encryption and signing for emails via S/MIME and PGP

Feature: Encryption and signing for emails via S/MIME or PGP

If emails contain sensitive information about issues or the customer, security managers benefit from encryption...

Read more

If emails contain sensitive information about issues or the customer, security managers benefit from encryption and signing for emails via S/MIME and PGP. This ensures secure email communication. It allows recipients to trust email content.

2003 | OTRS

Individualization

User preferences administration

Feature: Personal user settings

Sometimes users want to make changes to their personal profile settings, but administrators have disabled...

Read more

Sometimes users want to make changes to their personal profile settings, but administrators have disabled this. In such cases,  administrators benefit from user preferences administration. With this, they can access the personal preferences of users. This allows admins to configure settings for users and assist in troubleshooting.

2003 | OTRS

Business Object Management

Queue based templates for emails, SMS, etc.

Feature: Text modules

If communication to customers should be branded and kept in line with a corporate style,...

Read more

If communication to customers should be branded and kept in line with a corporate style, service agents benefit from queue based templates for emails, SMS, etc.. These text templates allow agents to ensure that standard wording is used across all teams so that customers receive consistent messaging with each inquiry.

2003 | OTRS

Business Object Management

Link-types for children, parents, normal and any custom link relationship

Feature: child and custom link relations Parent

If incidents, service request, assets, KBAs or appointments contain relevant information for further processing, service...

Read more

If incidents, service request, assets, KBAs or appointments contain relevant information for further processing, service agents benefit from link-types for children, parents, normal and any custom link relationship. More specifically, they can have all related business objects available in one screen. This allows them to know about relevant relationships, rather than searching for possible relationships to other business objects that are not documented.

2003 | OTRS

Security & Permissions

Encryption and signing options for email notifications

Feature: Encryption and signing for email notifications

If email notifications contain sensitive information about issues or the customer, security managers benefit from...

Read more

If email notifications contain sensitive information about issues or the customer, security managers benefit from encryption and signing options for email notifications. With this, they can ensure secure email notifications. This allows recipients to trust in email notification content.

2003 | OTRS

Security & Permissions

Ticket access control lists

Feature: Group based access control management

We believe that administrators should be able to restrict access to ticket details, ticket actions...

Read more

We believe that administrators should be able to restrict access to ticket details, ticket actions and even individual field values based on complex business object and user match criteria to secure sensitive information by clear rules. If access control to tickets in queues, based on groups, is not enough to protect sensitive information from unauthorized access, ticket access control lists is made for you.

2005 | OTRS

Knowledge Management & Self Service

Ticket watch option

Feature: Watch tickets

If tickets are often updated with new content, service agents benefit from ticket watch option...

Read more

If tickets are often updated with new content, service agents benefit from ticket watch option which lets them watch individual tickets and get notifications about updates. This way, they can receive notifications only on the tickets that are of interest to them, instead of receiving an overwhelming number of notifications from all tickets.

2011 | OTRS

Time Management

Escalation times that are suspending if agents are waiting, e.g. for customer feedback

Feature: Escalation suspend (Feature Add-on)

Service managers may be able to reduce escalations with escalation times that are suspending if...

Read more

Service managers may be able to reduce escalations with escalation times that are suspending if agents are waiting, e.g. for customer feedback. This allows them to prevent escalation when the case is waiting on customer input. Doing so allows managers to better align with the agreed service levels.

2012 | OTRS

Automation & Processes

Agent email interfaces

Feature: Agent email interface (Feature Add-on)

If agent users do not always have good login options (e.g. low network coverage), they...

Read more

If agent users do not always have good login options (e.g. low network coverage), they can benefit from agent email interfaces. More specifically, this allows them to react to customer feedback by replying to notifications through email. This ensures that they are able to reply in a timely manner, regardless of their ability to directly login to OTRS.

2012 | OTRS

Knowledge Management & Self Service

Personal ticket watch-lists

Feature: Ticket watchlist (Feature Add-on)

Service agents benefit from creating personal ticket watch-lists. More specifically, agents can maintain personal lists...

Read more

Service agents benefit from creating personal ticket watch-lists. More specifically, agents can maintain personal lists of watched tickets and configure watch-list specific notifications. This allows them to organize tickets into projects or topics, rather than getting lost in too many watched tickets.

2012 | OTRS

Business Object Management

Dynamic fields that support the storage of regular files

Feature: Dynamic field attachment (Feature Add-on)

If processes require dedicated documents (files), service agents benefit from dynamic fields that support the...

Read more

If processes require dedicated documents (files), service agents benefit from dynamic fields that support the storage of regular files. This lets agents attach files to tickets directly without creating articles so that they can more easily attach and manage files.

2013 | OTRS

Automation & Processes

Support for queue and responsible mappings in process forms

Feature: Queue responsible (Feature Add-on)

We believe that service managers should be able to assign responsible agents automatically so that...

Read more

We believe that service managers should be able to assign responsible agents automatically so that they are always involving the right people. Instead of responsible agents being manually assigned in process forms, support for queue and responsible mappings in process forms can facilitate this automatically.

2013 | OTRS

Automation & Processes

Ticket ACL rules that support options to hide and show dynamic fields in standard and custom process forms

Feature: Hide/show dynamic fields (Feature Add-on)

We believe that service agents should be able to focus on the form fields that...

Read more

We believe that service agents should be able to focus on the form fields that are needed for the current ticket type, current queue or process activity and not be distracted by extra information in order to reduce the time needed to complete complex forms. This also allows data to be gathered precisely in forms for reporting or automation workflows, because people are not confused by or wasting time on complex forms with too many fields displayed at the same time that are not needed in the current situation. Our solution for ticket ACL rules that support options to hide and show dynamic fields in standard and custom process forms is made for you.

2013 | OTRS

Time Management

Specialized out-of-office email filter settings

Feature: Out of office (Feature Add-on)

If customers reply with automatic out-of-office messages, service managers benefit from specialized out-of-office email filter...

Read more

If customers reply with automatic out-of-office messages, service managers benefit from specialized out-of-office email filter settings. More specific, they can decrease the time needed to manage tickets that have been re-opened, or otherwhise changed, by automatic out-of-office response messages from customers, thus boosting solution efficiency.

2013 | OTRS

Reporting

Statistics to report on the usage of response templates

Feature: Extended ticket stats (Feature Add-on)

Knowledge managers benefit from statistics to report on the usage of response templates because it...

Read more

Knowledge managers benefit from statistics to report on the usage of response templates because it increases the quality of templates. It allows knowledge managers to identify the important (frequently-used) templates and reduce or optimize the less-often-used templates so that they can continuously increase communication quality.

2013 | OTRS

Reporting

Statistics to report on working time for tickets per agent per queue

Feature: Extended ticket stats (Feature Add-on)

Often, when legally permissible, service managers seek to optimize incident resolution speed and how long...

Read more

Often, when legally permissible, service managers seek to optimize incident resolution speed and how long it takes to fullfill service requests at the agent-level. To aid in this, service managers benefit from statistics to report on working time for tickets per agent per queue. They can pinpoint which cases are taking too long and support the agent in bringing it to resolution. This allows managers to increase solution efficiency.

2013 | OTRS

Reporting

Statistics to report on the queue resting time per ticket per queue

Feature: Extended ticket stats (Feature Add-on)

To help prevent single cases from getting stuck in a queue without resolution, service managers...

Read more

To help prevent single cases from getting stuck in a queue without resolution, service managers benefit from statistics to report on the queue resting time per ticket per queue. This allows them to pinpoint which cases have been in the queue for a length of time so that they can address the reasons and decrease the total time an incident or service request rests in a queue. This helps managers increase solution efficiency and avoid bottlenecks.

2013 | OTRS

Individualization

Individually adjustable and sortable ticket overviews

Feature: Adjust sort ticket overview (Feature Add-on)

Sometimes, ticket fields have very long text values which makes it difficult to see the...

Read more

Sometimes, ticket fields have very long text values which makes it difficult to see the entire text in a ticket list. With individually adjustable and sortable ticket overviews, this is no longer a problem. Service agents can personally optimize ticket lists so that they can see the very long text values, rather than having the values truncated.

2013 | OTRS

Security & Permissions

Partner status for agents to allow access to customer lists and search results

Feature: Restrict customer data view (Feature Add-on)

For customers, data privacy can be very important. A customer may not want all agents...

Read more

For customers, data privacy can be very important. A customer may not want all agents to be able to access their customer records. To ensure data privacy at the customer level, service managers benefit from partner status for agents to allow access to customer lists and search results. This lets managers restrict access to customer search results based on the partner status an agent has. This ensures that only agents with the correct partner status will be able to locate the customer records and create new tickets for the customer.

2013 | OTRS

Individualization

Custom filter criteria for cross-class overviews

Feature: CI custom search (Feature Add-on)

If assets are saved in many different CI classes, configuration managers benefit from custom filter...

Read more

If assets are saved in many different CI classes, configuration managers benefit from custom filter criteria for cross-class overviews. More specifically, they can create and filter lists of CIs that belong to different classes in a single search. This allows them to find asset data independently from the CMDB structure.

2013 | OTRS

Integration

Dynamic fields that support the definition of possible single- and multi-select values over database selects

Feature: Dynamic field database (Feature Add-on)

If category, product and taxonomy structures and values must be kept in sync across several...

Read more

If category, product and taxonomy structures and values must be kept in sync across several systems, service agents benefit from dynamic fields that support the definition of possible single- and multi-select values over database selects. With this, they can fetch data for dropdown fields from centralized remote database systems. This means agents educe the time and overhead needed to keep values in sync with other systems. Category, product and taxonomy values stay perfectly aligned across systems.

2014 | OTRS

Knowledge Management & Self Service

Dashboard widgets that contain managed information in rich text format

Feature: Dashboard news widget (Feature Add-on)

If up-to-date information about services is crucial for the service team, service managers benefit from...

Read more

If up-to-date information about services is crucial for the service team, service managers benefit from dashboard widgets that contain managed information in rich text format. More specifically, they can provide information directly to the agents' dashboards about upcoming system maintenance windows, changes in the environment, new rules to follow or any other news. This keeps everyone up-to-date with the latest information, rather than requiring seperate tools or forums to find service management-related updates.

2014 | OTRS

Time Management

Dropdowns with predefined time periods (days, hours, etc.)

Feature: Ticket time unit dropdown (Feature Add-on)

Time units may represent effort for tasks or projects and some may even result in...

Read more

Time units may represent effort for tasks or projects and some may even result in further invoicing or billing activities, so it's critical that their calcualtion be accurate. Service agents benefit from dropdowns with predefined time periods (days, hours, etc.) because they can record time based on days, hours or minutes without calculating the actual amount of time units manually. This allows them to provide very accurate time unit values while reducing the risk of errors.

2014 | OTRS

Automation & Processes

Advanced generic agent job configurations

Feature: Advanced generic agent (Feature Add-on)

If date and time fields must be updated with relative values, administrators benefit from advanced...

Read more

If date and time fields must be updated with relative values, administrators benefit from advanced generic agent job configurations. This allows them to automate updates of dates and pending times, rather than relying on static date and time values.

2014 | OTRS

Business Object Management

Categories for text templates

Feature: Categories for text modules (Feature Add-on)

Templates can help speed up notes and replies, as well as add accuracy. But, when...

Read more

Templates can help speed up notes and replies, as well as add accuracy. But, when a lot of templates are in use, it can be hard to find the right one for each situation. Because of this, service agents benefit from categories for text templates. More specifically, they can organize text templates into categories. This allows them to reduce the amount of options seen at one time so that it's easier for users to select the best reply or note templates.

2014 | OTRS

Security & Permissions

Email filter support for encrypted emails

Feature: Email filter support for encrypted emails

If encrypted emails cannot be read by postmmaster filter modules, security managers benefit from email...

Read more

If encrypted emails cannot be read by postmmaster filter modules, security managers benefit from email filter support for encrypted emails. This allows them to execute filter rules for encrypted emails. They can apply the same business logic to encrypted and unencrypted emails.

2014 | OTRS

Individualization

Personal user settings to define preferred services

Feature: Personal user settings

If some services require special attention, service agents benefit from personal user settings to define...

Read more

If some services require special attention, service agents benefit from personal user settings to define preferred services. More specific, they can select preferred services from a list of services. This allows them to filter ticket lists in dashboards, personal lists and notifications, rather than lacking of overviews of tickets with important services.

2014 | OTRS

Automation & Processes

Loading dynamic content into text templates

Feature: Advanced editor (Feature Add-on)

Using templates can help make effective communication easier, but sometimes having too many templates can...

Read more

Using templates can help make effective communication easier, but sometimes having too many templates can be confusing and waste users' time as they try to determine which one best fits the situation.Here, administrators benefit from loading dynamic content into text templates. More specifically, admins can provide possible text templates dynamically based on the user's situation. This allows admins to reduce the number of options from which users must select and makes sure that users are able to easily find the best reply or note.

2014 | OTRS

Automation & Processes

Process forms for sending emails

Feature: Process management article email (Feature Add-on)

We believe that process modelers should be able to allow agents to send emails only...

Read more

We believe that process modelers should be able to allow agents to send emails only in relevant activities to improve guidance trough processes. When only some process activities should allow agent to send emails, our solution for process forms for sending emails is made for you. This helps agents to know when sending emails within a process from the standard email form is needed and when it is not.

2015 | OTRS

Time Management

Calendars to schedule and manage resources

Feature: Calendar and resource management

When issues require tasks to be completed at a certain date/time, service managers benefit from...

Read more

When issues require tasks to be completed at a certain date/time, service managers benefit from calendars to schedule and manage resources. This lets them assign tasks to available resources only: They can optimize resource usage, rather than assigning too much or overlapping tasks per resource.

2015 | OTRS

Performance

Data and configuration synchronization from PROD to TEST

Feature: Additional instances*

When changes must be tested and approved on TEST systems before publishing to PROD systems,...

Read more

When changes must be tested and approved on TEST systems before publishing to PROD systems, administrators benefit from data and configuration synchronization from PROD to TEST. This allows them to keep TEST systems aligned with PROD systems by easily resetting TEST systems to the status of PROD systems. Admins can save time and reduce the risk that TEST systems do not reflect the current setup of PROD systems.

2015 | OTRS

Time Management

Helper pop-ups for SLAs

Feature: Help pop-ups for SLAs

If customers select an initial SLA during issue reporting, service managers benefit from helper pop-ups...

Read more

If customers select an initial SLA during issue reporting, service managers benefit from helper pop-ups for SLAs. More specifically, the pop-ups can provide customers with useful information about available SLAs so that there's less opportunity for customers to incorrectly classify issues. Customer expectations are correctly set, and managers don't waste time having to reclassify issues.

2015 | OTRS

Performance

Ticket archiving based on conditions (e.g. closed more than 3 months ago)

Feature: Ticket archiving

Executing searches across hugh amounts of historical records can slow down the system. For this...

Read more

Executing searches across hugh amounts of historical records can slow down the system. For this reason, administrators benefit from ticket archiving based on conditions (e.g. closed more than 3 months ago). More specifically, they can reduce database load on search activities to relevant (not archived) tickets only. This allows them to provide an always reliable and fast application, rather than making users wait too long for search requests to complete.

2015 | OTRS

Security & Permissions

Support for S/MIME certificates from LDAP

Feature: Support for S/MIME certificates from LDAP

If S/MIME is used for organization-wide communication, security managers benefit from support for S/MIME certificates...

Read more

If S/MIME is used for organization-wide communication, security managers benefit from support for S/MIME certificates from LDAP. More specific, they can provide S/MIME certificates from trusted LDAP backends. This allows them to manage S/MIME certificates from one central place, rather than duplicating S/MIME certificates to multiple applications.

2015 | OTRS

Time Management

User-specific time zone support

Feature: Time zone support

If business objects are mainatined across international teams with several time zones involved, service agents...

Read more

If business objects are mainatined across international teams with several time zones involved, service agents benefit from user-specific time zone support. This lets agents see all date and time information in their local time. It makes using time information much easier so that agents are not manually calculating the dates and times based on the user who created the record. (For example, on a case with a time zone difference of three hours, an agent may see "5 hours ago" instead of "2 hours ago.")

2015 | OTRS

Customer Management

Permissions for service agents to login as customer users

Feature: Change role to customer user

When new accounts are added or account settings and permissions are updated, service managers benefit...

Read more

When new accounts are added or account settings and permissions are updated, service managers benefit from permissions for service agents to login as customer users. This gives them the ability to define configuration parameters on behalf of customer users. They can also more easily assist in troubleshooting issues related to personal preferences or verify the effectiveness of new permissions without changing the user's password or asking the user to assist with remote sessions.

2016 | OTRS

Knowledge Management & Self Service

Calender views in the customer service portal

Feature: Customer event ticket calendar (Feature Add-on)

We believe that customer users should be able to see upcoming events in the customer...

Read more

We believe that customer users should be able to see upcoming events in the customer service portal to stay up-to-date on scheduled events. For instance, this would be useful when planned service downtimes or maintenance must be communicated transparently to customers. Instead of requesting information about scheduled events manually from the service team, our solution for calender views in the customer service portal would automatically makes the information available to them.

2016 | OTRS

Automation & Processes

Automation options to set agent users as responsible based on the assigned service

Feature: Service responsible (Feature Add-on)

Oftentimes, services have a dedicated service manager. In such cases, it saves time and reduces...

Read more

Oftentimes, services have a dedicated service manager. In such cases, it saves time and reduces errors when the responsible service manager for the ticket is automatically assigned. Our solution for automation options to set agent users as responsible based on the assigned service makes automatic assignment possible for you.

2017 | OTRS

Performance

Special handling for search and filter criteria on dynamic field values

Feature: Dynamic field search booster (Feature Add-on)

If hundreds of dynamic fields are required to support several operating scenarios, administrators benefit from...

Read more

If hundreds of dynamic fields are required to support several operating scenarios, administrators benefit from special handling for search and filter criteria on dynamic field values. More specifically, this lets them optimize the dynamic fields' frontend and backend performance when filtering so that they do not slow down the return of search results. This allows them to provide a constantly high search and filter experience for users.

2017 | OTRS

Automation & Processes

Ready to adopt ITSM processes

Feature: Ready2adopt ITSM processes (Feature Add-on)

Service managers can benefit from ready to adopt ITSM processes. These common ITSM processes are...

Read more

Service managers can benefit from ready to adopt ITSM processes. These common ITSM processes are already created and can be deployed with no effort. This allows managers to save time in process design and customization.

2017 | OTRS

Administration

System configuration histories

Feature: System configuration history (Feature Add-on)

When updates and changes to system settings must be documented, administrators benefit from system configuration...

Read more

When updates and changes to system settings must be documented, administrators benefit from system configuration histories. By having the history, admins can browse system configuration changes, making the process of troubleshooting incorrect system settings much easier.

2017 | OTRS

Administration

Difference views per configuration setting

Feature: System configuration history (Feature Add-on)

If default system configuration settings are modified, administrators benefit from difference views per configuration setting....

Read more

If default system configuration settings are modified, administrators benefit from difference views per configuration setting. With this, they can identify the differences between default and custom configuration settings. This allows them to ensure stable configuration settings and systems and helps admins identify which custom settings may be invalid or incorrect.

2017 | OTRS

Business Object Management

Dynamic fields that support using references to existing CIs with several filter options

Feature: Dynamic field CI (Feature Add-on)

If CI data will be used for reporting and in automated workflows, service agents benefit...

Read more

If CI data will be used for reporting and in automated workflows, service agents benefit from dynamic fields that support using references to existing CIs with several filter options. More specifically, they can reference existing CIs within cases, requests or tickets via customized dropdown fields. This allows them to easily link and manage case-relevant assets so that they can be used for any automation purpose.

2017 | OTRS

Individualization

Dynamic ticket forms to hide and show fields based on predefined form templates

Feature: Ticket forms (Feature Add-on)

Different types of issues require different types of data in order to provide the right...

Read more

Different types of issues require different types of data in order to provide the right information for resolution; using a generic form that asks customers too many questions that do not aid in resolving their specific issue can be frustrating, a waste of their time, and result in a poor customer experience. Fortunately, administrators can address this by using dynamic ticket forms to hide and show fields based on predefined form templates. With this, they can make new tickets behave as dynamically as possible, displaying only the fields that are required for completing the request. This guides the customer through the creation of a ticket and makes it much easier to complete service requests.

2017 | OTRS

Security & Permissions

Schedule options to delete files from specifc types or with a specific age

Feature: Delete attachments (Feature Add-on)

Customers or service suppliers can often send a lot of attachments, such as bitmaps or...

Read more

Customers or service suppliers can often send a lot of attachments, such as bitmaps or sales presentations. This can bloat databases and the storage of these can become a security risk. To help address these, service managers benefit from schedule options to delete files from specifc types or with a specific age. More specifically, they can establish rules that will delete attachments that are not needed anymore. It allows them to easily keep data clean and comply with data privacy requirements.

2017 | OTRS

Knowledge Management & Self Service

CI property types that support references to other CI classes

Feature: CI references (Feature Add-on)

If CI relationships are built across many CMDB classes, configuration managers benefit from CI property...

Read more

If CI relationships are built across many CMDB classes, configuration managers benefit from CI property types that support references to other CI classes. This means that they can add a reference to an existing CI as a CI property value. This allows them to better manage the relationships between different CIs because they do not need to establish a new CI to document a relationship: It is contained directly within the CI itself. This approach better supports searching and filtering. And, of course, it can be used for any CI, such as rooms in a building or software installed on a machine.

2017 | OTRS

Automation & Processes

Mappings between queues and responsible agents

Feature: Queue responsible (Feature Add-on)

We believe that service managers should be able to assign responsible agents automatically so that...

Read more

We believe that service managers should be able to assign responsible agents automatically so that the right people are always involved. When queues have dedicated responsible agents that take care of every ticket, our solution for mappings between queues and responsible agents is made for you. Instead of guessing who is responsible for tickets in the selected queues or wasting time looking for this information, the assignment happens automatically.

2017 | OTRS

Automation & Processes

Automatic ticket creation from KBAs

Feature: Automated FAQ ticket creator (Feature Add-on)

When regular tasks (e.g. server maintenance) must be documented, service managers benefit from automatic ticket...

Read more

When regular tasks (e.g. server maintenance) must be documented, service managers benefit from automatic ticket creation from KBAs. More specific, they can schedule tickets via KBAs. This allows them to automate objects for regular task documentation, rather than lacking of documented regular task results.

2018 | OTRS

Knowledge Management & Self Service

Personal CI overviews in the customer service portal

Feature: CIs in customer frontend (Feature Add-on)

Sometimes, customer users want on-demand information about the equipment, devices or other assets that are...

Read more

Sometimes, customer users want on-demand information about the equipment, devices or other assets that are assigned to them. With personal CI overviews in the customer service portal, they can easily read details of any rented, purchased or assigned assets.

2018 | OTRS

Knowledge Management & Self Service

Link object support for the customer service portal

Feature: Customer frontend link object (Feature Add-on)

If the customer service portal must show relationships between current issues and assets, customer users...

Read more

If the customer service portal must show relationships between current issues and assets, customer users benefit from link object support for the customer service portal. This helps customer users better understand which assets may be impacted by which cases.

2018 | OTRS

Individualization

Agent-specific notification settings

Feature: Specific ticket notifications (Feature Add-on)

Many ticket updates can trigger many notifications. If notifications are setup in a very generic...

Read more

Many ticket updates can trigger many notifications. If notifications are setup in a very generic way, it can be overwhelming to agents. Thus, service agents benefit from agent-specific notification settings. More specifically, they can personally configure which notifications are received. This allows them to save time and focus on only reading relevant information.

2018 | OTRS

Security & Permissions

Credit card number identification algorithms that can replace sensitive values with “XXX”

Feature: Credit card filter (Feature Add-on)

If customers send emails containing credit card numbers, service managers benefit from credit card number...

Read more

If customers send emails containing credit card numbers, service managers benefit from credit card number identification algorithms that can replace sensitive values with "XXX-XXX-XXX". This lets them hide credit card numbers from incoming emails or other articles to proactively ensure data privacy for customers and keep credit card information from being permanently stored.

2018 | OTRS

Knowledge Management & Self Service

Options to create messages on-behalf of another customer user

Feature: Custom contact fields (Feature Add-on)

We believe that customer users should be able to create service requests on behalf of...

Read more

We believe that customer users should be able to create service requests on behalf of another user. For instance, an executive assistant may need to request service for their manager or colleagures. Another example is when one person is responsible for reporting incidents for all of their team members. In such cases, instead of the service desk contacting the actual requestor, they need to work with the person who needs service. To allow for situations like these, use options to create messages on-behalf of another customer user.

2018 | OTRS

Integration

Dynamic fields that support the definition of possible single- and multi-select values over web service request responses

Feature: Dynamic field web service (Feature Add-on)

If category, product and taxonomy structures and values must be kept in sync across several...

Read more

If category, product and taxonomy structures and values must be kept in sync across several systems, administrators benefit from dynamic fields that support the definition of possible single- and multi-select values over web service request responses. More specifically, they can fetch data to be used in dropdowns from centralized remote web services. This allows them to reduce the time and overhead needed to keep values in sync with other systems.

2018 | OTRS

Automation & Processes

Process service task activities

Feature: Process service task activities

If system and business logic is orchestrated across several web service endpoints, process managers benefit...

Read more

If system and business logic is orchestrated across several web service endpoints, process managers benefit from process service task activities. More specifically, they can request that remote systems process service request or incident data. This allows them to offload processing logic from OTRS to remote systems and prevents processing logic in too many places.

2018 | OTRS

Customer Management

Showing assigned CIs in the customer detail views

Feature: Customer assets

When working with customers, it can be helpful to know which assets are assigned to...

Read more

When working with customers, it can be helpful to know which assets are assigned to them. In this case, service agents benefit from showing assigned CIs in the customer detail views. This lets them see all customer assets quickly, saving time and enabling better service.

2018 | OTRS

Customer Management

Showing assigned CIs in the customer user detail views

Feature: Customer user assets

When working with customer users, it can be helpful to know which assets are assigned...

Read more

When working with customer users, it can be helpful to know which assets are assigned to them. In this case, service agents benefit from showing assigned CIs in the customer user detail views. This lets them see all customer user assets quickly, saving time and enabling better service.

2018 | OTRS

Knowledge Management & Self Service

KBAs proposed by relevance scoring

Feature: Knowledge base

Service agents can provide help faster by using KBAs proposed by relevance scoring. With this,...

Read more

Service agents can provide help faster by using KBAs proposed by relevance scoring. With this, they are able to find relevant KBAs that are useful in incident resolution. Instead of maching KBAs by manually managed keywords, it offers KBAs that are actually relevant to the incident at hand.

2018 | OTRS

Individualization

Custom user preferences

Feature: Personal user settings

If email responses must be personalized, administrators benefit from custom user preferences. More specifically, they...

Read more

If email responses must be personalized, administrators benefit from custom user preferences. More specifically, they can save user's phone numbers (text) or job titles (drop down). This allows users to create personalized email signatures rather than having to manually add their personal information to signatures each time.

2018 | OTRS

Knowledge Management & Self Service

Search operator documentation

Feature: Dynamic finder

If advanced search operators help to find relevant information, service agents benefit from search operator...

Read more

If advanced search operators help to find relevant information, service agents benefit from search operator documentation which helps them to better understand the possible search operators. This allows them to find relevant objects without a lot of guesswork and offers faster results.

2018 | OTRS

Knowledge Management & Self Service

Image support for survey answers

Feature: Customer Survey Tool

If regular surveys are used to improve CSAT scores, service managers benefit from image support...

Read more

If regular surveys are used to improve CSAT scores, service managers benefit from image support for survey answers. More specifically, they can provide easy-to-use survey answers when mailing to customers which allows them to achieve a higher response rate.

2018 | OTRS

Knowledge Management & Self Service

Understanding and applying the supported advanced search operators from detailed descriptions

Feature: Dynamic finder

Poorly constructed searches often result in search results that contain too many entries to be...

Read more

Poorly constructed searches often result in search results that contain too many entries to be useful. To prevent this, service agents benefit from understanding and applying the supported advanced search operators from detailed descriptions. This helps them use search operators to narrow down results and find what is really relevant, rather than spending time looking through dozens of search results.

2018 | OTRS

Business Object Management

Draft mode for ticket action forms

Feature: Draft mode for notes & emails

In a service environment, it's easy to get interrupted or disturbed by another task; yet...

Read more

In a service environment, it's easy to get interrupted or disturbed by another task; yet it's still critical that notes and emails be throroughly completed. Thus, service agents benefit from draft mode for ticket action forms. This allows them to save unfinished notes or emails for later completion so that notes are not lost and emails always get sent well.

2018 | OTRS

Channels

Custom hyper links if all agents are offline

Feature: Live Chat

If the chat agents are not available, customer users benefit from custom hyper links if...

Read more

If the chat agents are not available, customer users benefit from custom hyper links if all agents are offline. This offers them a URL that can take them to an alternative contact form so that they don't leave the page without making any contact.

2019 | OTRS

Automation & Processes

Notification tags for accounted time units

Feature: Automatic notifications

Sometimes, it's critical that users stay on top of the current amount of time units...

Read more

Sometimes, it's critical that users stay on top of the current amount of time units per ticket. In this case, service agents benefit from notification tags for accounted time units. This allows them to receive information about accounted time units via their selected means of notification — email, SMS or web notifications — rather than logging in to OTRS.

2019 | OTRS

Automation & Processes

Fields providing support for basic math rules

Feature: Dynamic field calculation (Feature Add-on)

Sometimes, it can be helpful to perform calculations directly within a form, such as on...

Read more

Sometimes, it can be helpful to perform calculations directly within a form, such as on invoices, in time reports or when establishing security scores. In this case, administrators benefit from fields providing support for basic math rules. More specifically, this lets them configure calculations in a numeric field and gain added value from numbers that are stored in the system.

2019 | OTRS

Security & Permissions

Support for deleting attachments of archived tickets

Feature: Delete attachments (Feature Add-on)

If old attachments are not allowed to be stored and/or they are bloating the attachment...

Read more

If old attachments are not allowed to be stored and/or they are bloating the attachment database too much, service managers benefit from support for deleting attachments of archived tickets. More specifically, they can delete attachments that are too big or security sensitive. This allows them to keep the attachment database clean, safe and fast.

2019 | STORM

Security & Permissions

Script task activity module ‘SystemCall’ that performs a system command and updates ticket information

Feature: Process script task activities

If data must be processed by local system commands (e.g. shell scripts), security analysts benefit...

Read more

If data must be processed by local system commands (e.g. shell scripts), security analysts benefit from script task activity module 'SystemCall' that performs a system command and updates ticket information. With this, they can execute system commands during process execution. This allows them to enrich process flows and data management with self-written shell scripts, rather than duplicate existing script logic into custom script activity modules.

2019 | STORM

Automation & Processes

Direct actions that require only one click for submitting

Feature: Custom process forms

If processes provide predefined forms to submit frequent sets of data, security analysts benefit from...

Read more

If processes provide predefined forms to submit frequent sets of data, security analysts benefit from direct actions that require only one click for submitting. More specific, they can submit predefined process forms with only one click. This allows them to save a lot of time when submitting process relevant data since they aren't constantly opening and submitting process forms.

2019 | STORM

Security & Permissions

Dynamically pre-selected email security options based on the origin emails

Feature: Encryption and signing for emails via S/MIME or PGP

When composing email answers back to encrypted emails, security analysts benefit from dynamically pre-selected email...

Read more

When composing email answers back to encrypted emails, security analysts benefit from dynamically pre-selected email security options based on the origin emails. More specifically, this allows them to always communicate via encrypted emails if encryption is supported by the email recipients. We enable them to ensure continuous email security and avoid situations where analyts mistakenly reply back to encrypted emails with unencrypted content.

2019 | STORM

Automation & Processes

Email notification templates for TLP: GREEN, AMBER, RED and WHITE

Feature: Automatic notifications

If sensitive data is sent in notification emails, administrators benefit from email notification templates for...

Read more

If sensitive data is sent in notification emails, administrators benefit from email notification templates for TLP: GREEN, AMBER, RED and WHITE. More specifically, they can signal security senstivity levels when using automatic email notifications. This allows them to give recipients an immediate indication about the security sensitivity of submitted data.

2019 | STORM

Automation & Processes

Attachment actions including virus scan attachment actions agains the virustotal.com web service API

Feature: Web service framework

If attachments are submitted via multiple channels (e.g. via the service portal, remote web services...

Read more

If attachments are submitted via multiple channels (e.g. via the service portal, remote web services or other manual uploads) and do not always pass an email virus scanning engine, security analysts benefit from attachment actions including virus scan attachment actions agains the virustotal.com web service API. More specifically, it allows them to execute custom actions on attachments before downloading so that they can verify if attachments are safe to download and remove any potentially dangerous attachments.

2019 | STORM

Accessibility

Dynamic field dropdown and mutiselect color-definitions for each of the possible values

Feature: Custom fields for Tickets

If some field values are very important and must be immediately noticed, security analysts benefit...

Read more

If some field values are very important and must be immediately noticed, security analysts benefit from dynamic field dropdown and mutiselect color-definitions for each of the possible values. This allows users to focus on critical or urgent tasks with a glance.

2019 | STORM

Automation & Processes

Custom document search queries out of matched text in ticket articles

Feature: Dynamic finder

If emails and notes contain common terms or data patterns, security analysts benefit from custom...

Read more

If emails and notes contain common terms or data patterns, security analysts benefit from custom document search queries out of matched text in ticket articles. This lets them see matches between terms in all emails, notes or other business objects, rather than spending too much time manually searching for common terms or data patterns.

2019 | STORM

Security & Permissions

Logging of attachment downloads

Feature: Log and audit messages

If attachments contain sensitive data and information, security managers benefit from logging of attachment downloads....

Read more

If attachments contain sensitive data and information, security managers benefit from logging of attachment downloads. More specifically, they can check who downloaded an attachment and related details. This allows them to pass security audits without stress.

2019 | STORM

Security & Permissions

Logging of agent user logins and logouts

Feature: Log and audit messages

If agent login and logout activities will be audited, security managers benefit from logging of...

Read more

If agent login and logout activities will be audited, security managers benefit from logging of agent user logins and logouts. More specifically, this lets them see who has logged in and out when. This allows them to pass security audits without stress.

2019 | STORM

Security & Permissions

Decryption of incoming emails, even if the recipient address is BCCed

Feature: Encryption and signing for emails via S/MIME or PGP

Security analysts benefit from decryption of incoming emails, even if the recipient address is BCCed...

Read more

Security analysts benefit from decryption of incoming emails, even if the recipient address is BCCed because it allows them to send mail that contains a recipient in the BCC field and ensure that the person will be able to decrypt the message still.

2019 | STORM

Security & Permissions

Permanent storage and reuse of email encryption information

Feature: Encryption and signing for emails via S/MIME or PGP

Continuous communication encryption is critical in a secure environment. For this reason, security analysts benefit...

Read more

Continuous communication encryption is critical in a secure environment. For this reason, security analysts benefit from permanent storage and reuse of email encryption information. With this, they can reply to encrypted emails with encrypted responses.

2019 | STORM

Security & Permissions

Permanent storage of email signing information

Feature: Encryption and signing for emails via S/MIME or PGP

Digital signatures add an extra layer of security, so security analysts benefit from permanent storage...

Read more

Digital signatures add an extra layer of security, so security analysts benefit from permanent storage of email signing information. With this, they can visually check the email signing status: They can guarentee that emails are displayed in their original format, rather than being uncertain whether the displayed email content is original and unchanged.

2020 | OTRS

Business Object Management

Filter in business object lists

Feature: Business object lists

When lists have many items, service agents benefit from filter in business object lists. This...

Read more

When lists have many items, service agents benefit from filter in business object lists. This allows them to filter business objects by their multiple properties and values. For instance, they may filter business objects by priority, such as “1 very high” and “3 normal” while at the same time by status “new” and “open.” They see only those business objects that they need.

2020 | OTRS

Accessibility

User interface designs that fully honor screen reader requirements

Feature: Barrier-free access

If screen readers are required for work, users benefit from user interface designs that fully...

Read more

If screen readers are required for work, users benefit from user interface designs that fully honor screen reader requirements: OTRS can be used seamlessly with screen readers. This allows people to access any information fast, rather than get stuck when important information or frequent actions are not accessible enough.

2020 | OTRS

Accessibility

User manual pages explaining available access keys

Feature: Barrier-free access

If pointer devices can not be used, users benefit from user manual pages explaining available...

Read more

If pointer devices can not be used, users benefit from user manual pages explaining available access keys. More specific, they can know about all implemented access keys. This allows them to access any information faster, rather than information or actions are not accessible.

2020 | OTRS

Business Object Management

Widgets that can be duplicated and configured in different ways

Feature: Business object detail views

If business objects contain dozens of messages, data and information, service agents benefit from widgets...

Read more

If business objects contain dozens of messages, data and information, service agents benefit from widgets that can be duplicated and configured in different ways. This lets them view messages from different perspectives and create meaningful views based on all business object properties. This allows them to find messages and properties faster rather than having to walk through all messages or properties just to find the unread emails or relevant data properties.

2020 | OTRS

Business Object Management

Widgets for other types of linked business objects like KBAs, appointments, etc.

Feature: Business object detail views

If one business object is related to other business objects, service agents benefit from widgets...

Read more

If one business object is related to other business objects, service agents benefit from widgets for other types of linked business objects like KBAs, appointments, etc.. This allows them to see linked business objects directly within the business object's detail view. The display includes an active link to the related business object so that users can quickly find and access needed details.

2020 | OTRS

Business Object Management

Widgets containing all business process information

Feature: Business object detail views

When processes must be worked on, service agents benefit from widgets containing all business process...

Read more

When processes must be worked on, service agents benefit from widgets containing all business process information. The widget helps agents manage process information. They can find process information faster and all im one place. It minimizes time wasted on researching information about current processes.

2020 | OTRS

Security & Permissions

Option to encrypt emails during the 2FA login process

Feature: 2-factor authentication

If emails will leave trusted networks, users can keep accounts more secure by using encryption....

Read more

If emails will leave trusted networks, users can keep accounts more secure by using encryption. The option to encrypt email during the 2FA login process make this easily possible, and users will be able to receive encrypted 2FA emails. This removes the need to send one-time unencrypted login codes that are readable by everyone.

2020 | OTRS

Security & Permissions

Emails for 2FA

Feature: 2-factor authentication

When working across multiple different devices and browsers, users can keep themselves protected from any...

Read more

When working across multiple different devices and browsers, users can keep themselves protected from any unusual account access with emails for 2FA. This sends users 2FA emails with unique one-time codes prior to login so that they can confirm that they are in fact the person who should be accessing the account.

2020 | OTRS

Time Management

Multiple out-of-office time frames

Feature: Support for personal out of office times

Multiple out-of-office time frames benefit service agents. This lets them configure one or more out-of-office...

Read more

Multiple out-of-office time frames benefit service agents. This lets them configure one or more out-of-office period (start date + end date) so that they can set them up in advance, rather than having to remember to configure out-of-office times for each new time frame.

2020 | OTRS

Business Object Management

Response options in communication previews in business object lists

Feature: Business object lists

If customers expect fast and personal responses, service agents benefit from response options in communication...

Read more

If customers expect fast and personal responses, service agents benefit from response options in communication previews in business object lists. This lets them reply to the last article of a business object without manually loading the business object detail view. They can more quickly respond to questions or information, rather than manually loading the detail view for each business object.

2020 | OTRS

Individualization

Ticket list filter for “owner is me”

Feature: Business object lists

When trying to find work that is specifically assigned to oneself, service agents benefit from...

Read more

When trying to find work that is specifically assigned to oneself, service agents benefit from ticket list filter for "owner is me." This lets them easily filter lists to tasks for which they are the owner and more easily focus on what's relevant.

2020 | OTRS

Individualization

Personalized date and time formats

Feature: Custom date and time formats

If users require a different methods of displaying the date and time format, service agents...

Read more

If users require a different methods of displaying the date and time format, service agents benefit from personalized date and time formats. More specifically, they can pick if dates and times are displayed relative to now, like “Email sent 5 days ago”; with an absolute time, like “Email sent at 27.08.2018 15:12”; or with a combination of both, like “Email sent 5 days ago, Thu. 27. Aug. 2018 15:12.” This allows agents to choose the format that best fits their working environment.

2020 | OTRS

Automation & Processes

Split email notifications

Feature: Automatic notifications

When notification emails must be personalized and recipients must not be visible to each other,...

Read more

When notification emails must be personalized and recipients must not be visible to each other, administrators benefit from split email notifications. More specifically, they can split single notification emails to multiple email addresses. This allows them to send personalize emails without disclosing who else has received the information rather than send notification emails to all recipients in the "To" field which would make the recipient list fully visible to all recipients.

2020 | OTRS

Automation & Processes

Filter by ticket properties

Feature: Dynamic field CI (Feature Add-on)

If configuration items must be dynamically defined in a list field, administrators benefit from filter...

Read more

If configuration items must be dynamically defined in a list field, administrators benefit from filter by ticket properties. More specifically, they can filter dynamic field configuration item values to smaller lists based on ticket properties. This allows them to reduce the time needed for users to search for configuration items rather than letting users search trough large lists of configuration items.

2020 | OTRS

Individualization

Flexible configuration options to customize any form

Feature: Custom forms

If fields on forms should be displayed in specific order, administrators benefit from flexible configuration...

Read more

If fields on forms should be displayed in specific order, administrators benefit from flexible configuration options to customize any form. More specifically, they can configure static, dynamic and rich-text fields in any desired order and only those that are really needed. This allows them to optimize forms to the users' needs rather than displaying fields that are not needed or displaying them in the wrong order.

2020 | OTRS

Business Object Management

Organizer items for business object lists

Feature: Business object lists

If many different types of open issues and other tasks must be organized, service agents...

Read more

If many different types of open issues and other tasks must be organized, service agents benefit from organizer items for business object lists. More specifically, they can save changes that have been made to the currently displayed list as a new organizer item or, if applicable, update the original organizer item that had been used to open the current list. This allows them to reopen previous search results easily rather than redefining often-used filter and sort criteria over and over again.

2020 | OTRS

Business Object Management

Avatars in business object lists

Feature: Business object lists

If many different types of open issues and other tasks must be organized, service agents...

Read more

If many different types of open issues and other tasks must be organized, service agents benefit from avatars in business object lists. More specifically, they can see avatars directly within the business object list to represent who else is watching the ticket. This allows them to decide much more easily if it is worth taking a look at the object details or continuing with other items. This is easier than relying on the lock mechanism or assuming that other people will add notes if they take over responsibility.

2020 | OTRS

Business Object Management

Personal column preferences in business object lists

Feature: Business object lists

When users are searching for unspecific information, service agents benefit from personal column preferences in...

Read more

When users are searching for unspecific information, service agents benefit from personal column preferences in business object lists. More specifically, they can add any preferred business object properties to any list as a column. This allows them to see all the necessary details of business objects such as tickets or KBAs property rather than opening the business object details one-by-one.

2020 | OTRS

Individualization

Advanced user settings per screen configuration

Feature: Personal user settings

If screen specific settings are desired, service agents benefit from personal settings per screen configuration....

Read more

If screen specific settings are desired, service agents benefit from personal settings per screen configuration. More specific, they can customize the screen specific settings directly in the screen own customization. This allows them to customize the screens more easily rather than knowing the technical screen name to find it in the legacy advanced settings.

2020 | OTRS

Business Object Management

Easy watching options in business object lists

Feature: Business object lists

With easy watching options in business object lists, users can watch or un-watch business objects...

Read more

With easy watching options in business object lists, users can watch or un-watch business objects directly within the business object list without opening the object itself. This allows them to update the watch status on multiple business objects with only a few clicks directly from the list window.

2020 | OTRS

Knowledge Management & Self Service

Search filter for specific business object types and their properties

Feature: Dynamic finder

Search filter for specific business object types and their properties allows agents to limit the...

Read more

Search filter for specific business object types and their properties allows agents to limit the types of business objects through which they search. This way, they can search through the whole application or just for a specific object type. This allows them to find relevant entries much faster.

2020 | OTRS

Automation & Processes

Process form descriptions

Feature: Custom process forms

If agents must complete complex process forms with dozens of form fields, use process form...

Read more

If agents must complete complex process forms with dozens of form fields, use process form descriptions. This helps people understand the purpose of each process form. It allows people to complete even the most complex process forms without mistakes by giving plenty of guidance.

2020 | OTRS

Business Object Management

Personal screen settings, that allow to customize all aspects of business object screens

Feature: Business object detail views

Service agents benefit from using personal screen settings, that allow to customize all aspects of...

Read more

Service agents benefit from using personal screen settings, that allow to customize all aspects of business object screens. This is particularly useful when use scenarios often differ from one user to the next. By using this,  they can customize business object detail views to their personal needs, allowing them to find relevant information fast rather than work with screens that do not fit personal needs.

2020 | OTRS

Business Object Management

1-2-3-column views, for options to switch between a one-, two- or three-columns view where every column contains one or more widgets

Feature: Business object detail views

If users have different screen sizes, service agents benefit from 1-2-3-column views for options to...

Read more

If users have different screen sizes, service agents benefit from 1-2-3-column views for options to switch between a one-, two- or three-columns view where every column contains one or more widgets. More specifically, they can personalize the detail view screens, allowing them to satisfy individual needs and to best fit necessary information on their screen. Large screens don't waste available screen space by keeping detail views compact; small screens don't become too cluttered.

2020 | OTRS

Individualization

Personal notification settings

Feature: Personal notification settings

Service agents benefit from personally managing their personal notification settings. This allows them to receive...

Read more

Service agents benefit from personally managing their personal notification settings. This allows them to receive only personally useful notifications through their preferred communication channels rather than receiving irrelevant, too many or too few notifications.

2020 | OTRS

Individualization

Custom one-click header actions

Feature: Custom menus

If customers often report the same issues, service agents benefit from custom one-click header actions....

Read more

If customers often report the same issues, service agents benefit from custom one-click header actions. More specifically, they can prepopulate fields of the phone call, SMS, email, new process or other forms. This allows them to quickly record issues that are reported multiple times a day without spending much time on the classification of recurring issues.

2020 | OTRS

Business Object Management

Business object list on-demand link, for non-personal business object lists that allow configuration parameters to be submitted in the URL

Feature: Business object lists

If external systems can link users to useful business object lists, administrators benefit from business...

Read more

If external systems can link users to useful business object lists, administrators benefit from business object list on-demand link, for non-personal business objet lists that allow configuration parameters to be submitted in the URL. More specifically, admins can allow external systems to display hyperlinks to users that point to business object lists in OTRS and which have established filter, sort and column criteria in the URL build by the external system. This allows them to provide easy access to relevant business objects rather than require users from external systems to manually create business object lists with relevant configuration parameters.

2020 | OTRS

Individualization

Custom styles for colors and images

Feature: Corporate Designs

When OTRS is used in different working environments, service agents benefit from custom styles for...

Read more

When OTRS is used in different working environments, service agents benefit from custom styles for colors and images. This allows agents to select preferred styles (bright, dark and high contrast) and choose between one of ten customizable color variants. They can pick the style that best fits their working environment.

2020 | OTRS

Knowledge Management & Self Service

Search result filter criteria

Feature: Dynamic finder result views

If search criteria are too vague and not precise, searches may return too many results...

Read more

If search criteria are too vague and not precise, searches may return too many results to be useful. In this case, service agents benefit from search result filter criteria. This lets them filter for relevant search results, reducing the amount of results listed, so that they don't see too many search results on the first screen.

2020 | OTRS

Business Object Management

People stripes, small stripes that contain just enough details about involved agent users

Feature: Stripes

When business objects contain dozens of messages, service agents benefit from people stripes that contain...

Read more

When business objects contain dozens of messages, service agents benefit from people stripes that contain just enough details about involved agent users. This lets them know who else is involved in cases and processes. They can start conversations easily and stay informed about responsibilities rather than wasting time analyzing history tables or long communication threads just to learn about involved people.

2020 | OTRS

Business Object Management

Small stripes in business object details views that contain just enough details to transport desired information

Feature: Stripes

If business objects contain dozens of data and information widgets, service agents benefit from small...

Read more

If business objects contain dozens of data and information widgets, service agents benefit from small stripes in business object details views that contain just enough details to transport desired information. The small stripes let them know who else is involved in cases and processes or who has done what in the past. This allows them to start conversations easily and stay informed about responsibilities, events and happenings rather than waste time analyzing history tables or long communication threads just to learn about involved people, changes and other details.

2020 | OTRS

Security & Permissions

Options to force the usage of at least one 2FA method

Feature: 2-factor authentication

When data must be secured, administrators benefit from options to force the usage of at...

Read more

When data must be secured, administrators benefit from options to force the usage of at least one 2FA method. With this, they can ensure secure user accounts. It allows them to comply with the company's security standards rather than risk leaving some users without 2FA.

2020 | OTRS

Security & Permissions

Preferred 2FA methods

Feature: 2-factor authentication

If different 2FA methods are required, users benefit from preferred 2FA methods. With this, users...

Read more

If different 2FA methods are required, users benefit from preferred 2FA methods. With this, users can select their preferred 2FA method in personal settings. This allows them to choose the options that fits their workflows best.

2020 | OTRS

Security & Permissions

QR code scanning for 2FA (google authenticator algorhytm)

Feature: 2-factor authentication

When login via a QR code is the preferred 2FA option, users benefit from QR...

Read more

When login via a QR code is the preferred 2FA option, users benefit from QR code scanning for 2FA (google authenticator algorhytm). This lets them scan an automatically-generated shared secret QR code. This allows them to use their favorite 2FA application to generate new 2FA codes before login rather than requiring administrators to create and know shared secrets.

2020 | OTRS

Security & Permissions

SMS messages for 2FA

Feature: 2-factor authentication

If 2FA is implemented, users benefit from SMS messages for 2FA. This lets them receive...

Read more

If 2FA is implemented, users benefit from SMS messages for 2FA. This lets them receive SMS messages with one-time codes, allowing them to use 2FA with mobile phone that do not have an internet connection rather than requiring internet connections for receiving 2FA codes.

2020 | OTRS

Business Object Management

History widgets, containing all historical entries of business objects with advanced filter and sort criteria

Feature: Business object detail views

When historical data must be analyzed, service agents benefit from history windows containing all historical...

Read more

When historical data must be analyzed, service agents benefit from history windows containing all historical entries of business objects with filter and sort criteria so that they can learn details about the history of business objects. This allows them to understand issues much faster rather than if they relied on descriptive notes to describe updates and give them an overview.

2020 | OTRS

Business Object Management

Continuous loading in all business object lists

Feature: Business object lists

When filter and search criteria return ten or more results, service agents benefit from continuous...

Read more

When filter and search criteria return ten or more results, service agents benefit from continuous loading in all business object lists. This lets them see as many business objects as possible on one page. They get the best possible overview about business objects tht match any personal filter and search criteria rather than manually navigating through multiple pages of results.

2020 | OTRS

Business Object Management

Direct actions in business object lists

Feature: Business object lists

When business object properties must be updated quickly, service agents benefit from direct actions in...

Read more

When business object properties must be updated quickly, service agents benefit from direct actions in business object lists (inline editing). More specifically, agents can execute direct actions on individual business objects within the current list, like changing the priority or status, without loading the business object's detail view. This allows them to always have up-to-date property values without spending too much time loading detail views in order to make changes.

2020 | OTRS

Business Object Management

Live data updates in business object lists

Feature: Business object lists

Service agents stay up-to-date quickly with live data updates in business object lists. It allows...

Read more

Service agents stay up-to-date quickly with live data updates in business object lists. It allows them to see changes to data of a business object immediately, without reloading the page or refreshing. This means they can be sure of the latest status or priority at every moment.

2020 | OTRS

Individualization

Personal user profile settings

Feature: Personal Avatar menus

Service agents can personalize their settings with personal user profile settings which are located in...

Read more

Service agents can personalize their settings with personal user profile settings which are located in their user profile. These allow agents to upload their own avatar images or use gravatar.com as an online alternative. They can also adjust personal language preferences, set personal time zone values if different from the browser's time zone and enable out-of-office options easily with only a few clicks.

2020 | OTRS

Business Object Management

Only one click for “back to list”, “previous item” or “next item”

Feature: Business object detail views

When business objects must be reviewed carefully one-by-one, service agents benefit from only one click...

Read more

When business objects must be reviewed carefully one-by-one, service agents benefit from only one click for "back to list", "previous item" or "next item." They can easily browse business objects one at a time and find relevant business objects much more efficiently. No time is lost navigating back and forth to select either the previous or next business object from a list.

2020 | OTRS

Business Object Management

Live mode for business object lists

Feature: Business object lists

New list entries are always expected, so service agents benefit from live mode for business...

Read more

New list entries are always expected, so service agents benefit from live mode for business object lists. This lets them see new list entries immediately when business objects match current filter criteria. They can keep lists open and up-to-date without any further action required rather than constantly refreshing pages manually.

2020 | OTRS

Knowledge Management & Self Service

Search filter presets

Feature: Dynamic finder

If similar search filters are used multiple times a day, service agents benefit from search...

Read more

If similar search filters are used multiple times a day, service agents benefit from search filter presets. This means they can save search filter criteria and reuse it. This allows them to access often-used filter sets easily, and no time is wasted by constantly reconfiguring required filter names and values.

2020 | OTRS

Security & Permissions

Auto generator for 2FA shared secrets

Feature: 2-factor authentication

If users need new 2FA shared secrets for existing 2FA setups, administrators benefit from auto...

Read more

If users need new 2FA shared secrets for existing 2FA setups, administrators benefit from auto generator for 2FA shared secrets This allows them to protect users with secrets that are not known by anyone, rather than store 2FA shared secrets that are actually generated and known by admins or saved as plain text.

2020 | OTRS

Business Object Management

One property widget that is filled with data automatically

Feature: Business object detail views

If business objects contain a lot of data and information, service agents benefit from one...

Read more

If business objects contain a lot of data and information, service agents benefit from one predefined property widget that is filled with data automatically. More specific, they can have all properties available. This allows them to find properties faster, rather than make explicit configurations.

2020 | OTRS

Business Object Management

Widgets containing all messages in a table with advanced filter and sort criteria

Feature: Business object detail views

Often, messages must be analyzed or identified. For this reason, service agents benefit from widgets...

Read more

Often, messages must be analyzed or identified. For this reason, service agents benefit from widgets containing messages in a table with advanced filter and sort criteria so that they can quickly view large quantities of messages. The table view allows agents to find relevant messages faster so that they don't have to sift through long lists.

2020 | OTRS

Business Object Management

Widgets containing all messages as a stream with advanced filter and sort criteria

Feature: Business object detail views

When messages must be read and responded to, service agents benefit from widgets containing all...

Read more

When messages must be read and responded to, service agents benefit from widgets containing all messages as a stream with advanced filter and sort criteria. The stream allows them to follow relevant messages more easily so that they don't have to waste time reviewing large lists of messages.

2020 | OTRS

Business Object Management

Widgets containing all involved people

Feature: Business object detail views

Knowing who else has been working on a request can help get work done more...

Read more

Knowing who else has been working on a request can help get work done more efficiently and with fewer mistakes. This knowledge is made quickly available to service agents through widgets containing all involved people. This widget allows them to find relevant people faster and with less research.

2020 | OTRS

Business Object Management

Dashboard widgets containing all kind of statistics

Feature: Business object detail views

Dashboard widgets containing all kind of statistics is perfect for service managers who want to...

Read more

Dashboard widgets containing all kind of statistics is perfect for service managers who want to stay on top of service and product performance. This widget allows them to provide high quality services and products, rather than wait for weekly reports or generate statistics manually.

2020 | OTRS

Individualization

Dashboard widgets containing metrics of queues and status

Feature: Personal dashboards

When queue thresholds must be managed, service managers benefit from dashboard widgets containing metrics of...

Read more

When queue thresholds must be managed, service managers benefit from dashboard widgets containing metrics of queues and status. This allows them to keep an overview about incidents and service requests based on each team. They can react faster when teams have too many or unusually  few records to handle.

2020 | OTRS

Individualization

Dashboard tag cloud widgets with filters for several data fields

Feature: Personal dashboards

Service managers can benefit from dashboard tag cloud widgets with filters for several data fields....

Read more

Service managers can benefit from dashboard tag cloud widgets with filters for several data fields. this allows them to visualize large sets of data. They can identify problems or data anomalies faster rather than trying to identify increasing trends based on tabular data.

2020 | OTRS

Integration

Dashboard widgets showing remote content in iFrames

Feature: Processing information from external sources

If information is decentralized, service agents benefit from dashboard widgets showing remote content in iFrames....

Read more

If information is decentralized, service agents benefit from dashboard widgets showing remote content in iFrames. This allows agents to read integrated content from remote systems, reducing the need to hop between different software systems.

2020 | OTRS

Integration

Dashboard widgets showing remote images

Feature: Processing information from external sources

If information is decentralized, service agents benefit from dashboard widgets showing remote images. With this...

Read more

If information is decentralized, service agents benefit from dashboard widgets showing remote images. With this widget, they can see integrated images from remote systems, reducing the number of hops needed between different software systems.

2020 | OTRS

Channels

Online user overviews

Feature: Live Chat

Service agents benefit from online user overviews because it allows them to have an overview...

Read more

Service agents benefit from online user overviews because it allows them to have an overview of users who are online and logged in. This allows them to quickly start chatting with colleagues that can best help with current issues.

2020 | OTRS

Accessibility

High-contrast style variants in bright and dark

Feature: High-contrast themes

Service agents benefit from high-contrast style variants in bright and dark when GUI elements need...

Read more

Service agents benefit from high-contrast style variants in bright and dark when GUI elements need to have more contrast betwen them. This increases ease-of-use, particularly if screens or forms contain many items or inputs. It means that people can use any screens, regardless of their visual capabilities. It allows people to work perfectly with all available features.

2020 | OTRS

Knowledge Management & Self Service

Search result views that are focused on relevance and previews

Feature: Dynamic finder

Often, multiple search results may contain relevant information. In this case, service agents benefit from...

Read more

Often, multiple search results may contain relevant information. In this case, service agents benefit from search result views that are focused on relevance and previews. This allows them to preview and read relevant search result objects far more easily than walking through dozens of business objects or other resources manually to find emails, files or notes.

2020 | OTRS

Knowledge Management & Self Service

Search result previews with additional information

Feature: Dynamic finder

Service agents benefit from search result previews with additional information by being able to see...

Read more

Service agents benefit from search result previews with additional information by being able to see a preview of the business object detail view directly from the search result list. This lets them more quickly find the relevant results without switching back and forth between the detail view and search result view.

2020 | OTRS

Knowledge Management & Self Service

Search result filter pre-sets storing different sets of filter criteria

Feature: Dynamic finder

If search results are required to be looked at from different repeatedly-used filter perspectives, service...

Read more

If search results are required to be looked at from different repeatedly-used filter perspectives, service agents benefit from search result filter pre-sets storing different sets of filter criteria which will let them manage filter pre-sets. This means that they can easily switch between saved filter sets, applying them to the current search results immediately, so that they don't need to be set up again and again.

2020 | OTRS

Security & Permissions

Module registration layer for available 2FA methods

Feature: 2-factor authentication

If one or more of the default 2FA options are not wanted or not allowed,...

Read more

If one or more of the default 2FA options are not wanted or not allowed, administrators benefit from module registration layer for available 2FA methods within which they can define the available 2FA methods. They can choose the 2FA options that best fit their individual company security standards.

2020 | OTRS

Security & Permissions

Alternative 2FA methods

Feature: 2-factor authentication

If access to email is not possible but a mobile phone is available, users benefit...

Read more

If access to email is not possible but a mobile phone is available, users benefit from alternative 2FA methods and can select these during the login process. This allows them to choose the option that best fits to their current situation.

2020 | OTRS

Security & Permissions

2FA email encryption options

Feature: 2-factor authentication

Sometimes 2FA codes in emails must pass through unsecure environments, e.g. internet lines. When this...

Read more

Sometimes 2FA codes in emails must pass through unsecure environments, e.g. internet lines. When this happens, users benefit from 2FA email encryption options. Users can receive 2FA emails encrypted if PGP or S/MIME keys are uploaded to the OTRS account. This ensures that 2FA tokens cannot be read by anyone else.

2020 | OTRS

Security & Permissions

SSO support for 2FA methods

Feature: 2-factor authentication

If SSO authentication has been implemented, administrators benefit from SSO support for 2FA methods. This...

Read more

If SSO authentication has been implemented, administrators benefit from SSO support for 2FA methods. This allows them to load 2FA methods after successful HTTP basic authentications (used for SSO). This allows SSO users to authenticate by using their preferred 2FA authentication method. You get to use both SSO and 2FA.

2020 | OTRS

Business Object Management

Single task menu that contains all possible tasks related to the business object

Feature: Business object detail views

Having a single task menu that contains all possible tasks related to the business object...

Read more

Having a single task menu that contains all possible tasks related to the business object is a huge benefit for service agents. It means that they can access all tasks from a single menu in one place. When task buttons are not scattered across the screen, agent work is easier and more efficient.

2020 | OTRS

Security & Permissions

Email fallback for two-factor authentication

Feature: 2-factor authentication

If SMS is not available and is the only enabled 2FA method, users benefit from...

Read more

If SMS is not available and is the only enabled 2FA method, users benefit from email fallback for two-factor authentication. This lets them receive 2FA tokens by email, meaning that they can  always securely login to OTRS.

2020 | OTRS

Security & Permissions

Option to choose alternative 2FA methods during the login process

Feature: 2-factor authentication

If SMS is not available, users benefit from option to choose alternative 2FA methods during...

Read more

If SMS is not available, users benefit from option to choose alternative 2FA methods during the login process. More specifically, they can receive 2FA tokens via alternative channels, ensuring that they always login to OTRS securely.

2020 | OTRS

Security & Permissions

Save trusted browsers

Feature: 2-factor authentication

If logins are most often done from the same browser, users benefit from save trusted...

Read more

If logins are most often done from the same browser, users benefit from save trusted browsers. More specifically, they can tell OTRS to remember the used browser for two-factor authentication. This allows them to securely access OTRS from a trusted browser without the 2FA process being required and saves time because new 2FA tokens do not need to be generated and received for every single login.

2020 | OTRS

Security & Permissions

Two-factor authentication setup wizards

Feature: 2-factor authentication

If 2FA setup has not been completed and administrators are requiring users to login with...

Read more

If 2FA setup has not been completed and administrators are requiring users to login with 2FA methods, users benefit from two-factor authentication setup wizards. With this, they receive guidance throughout the configuration of personal 2FA preferences. This allows them to complete the 2FA configuration and initial login with ease.

2020 | OTRS

Business Object Management

Filter presets in business object lists

Feature: Business object lists

If I want to see the business objects from different filter perspectives, service agents benefit...

Read more

If I want to see the business objects from different filter perspectives, service agents benefit from filter presets in business object lists. More specifically, they can manage their filter pre-sets, allowing them to easily switch between filter set ups and immediately apply these to the current business object list.

2020 | OTRS

Customer Management

Integrated customer and customer user management screens

Feature: Customer information

Often, customer and customer user data will be managed by non-admin users. In this case,...

Read more

Often, customer and customer user data will be managed by non-admin users. In this case, service agents benefit from integrated customer and customer user management screens. This allows them to manage key account customers and customer users. They can retrieve information about contact details or service assets, as well as update details like phone number, email address, etc., without admn help.

2020 | OTRS

Business Object Management

Small or large widgets containing all data and information of a specific matter, like communications, people, assets, time and others

Feature: Business object detail views

Because business objects contain a lot of data and information, service agents benefit from small...

Read more

Because business objects contain a lot of data and information, service agents benefit from small or large widgets containing all data and information of a specific matter, like communications, people, assets, time and others. This allows them to have access to all information about business objects available on the screen. They can find information faster because all data is kept together and well organized.

2020 | OTRS

Channels

Easy connect options

Feature: Live Chat

If external communication with customer users is needed, service agents benefit from easy connect options....

Read more

If external communication with customer users is needed, service agents benefit from easy connect options. They can easily connect with customer users,  allowing them to increase solution effectiveness.

2020 | OTRS

Business Object Management

Scroll-to buttons that contain all enabled widget names

Feature: Business object detail views

Sometimes widgets are positioned outside of the viewable area, so service agents benefit from scroll-to...

Read more

Sometimes widgets are positioned outside of the viewable area, so service agents benefit from scroll-to buttons that contain all enabled widget names. This lets them select and then scroll automatically to hidden widgets. It avoids manual scrolling to the desired widgets and saves time.

2020 | OTRS

Business Object Management

Support for multi-level sorting in business object lists

Feature: Business object lists

If using more than one sort criteria, service agents benefit from support for multi-level sorting...

Read more

If using more than one sort criteria, service agents benefit from support for multi-level sorting in business object lists. More specifically, they can sort business objects by their multiple properties (static fields, dynamic fields and calculated statements, such as unseen article, pending and escalation times, etc.) at one time. For instance, they may create a list of business objects that are sorted by priority first and then by age. Any property can be used for such sorting, even if it is not currently visible in the business object list.

2020 | OTRS

Business Object Management

Outstanding priority colors in business object lists

Feature: Business object lists

High priority business object must be worked on first, so service agents benefit from outstanding...

Read more

High priority business object must be worked on first, so service agents benefit from outstanding priority colors in business object lists. The priority colors help agents identify the most urgent business objects in a list just by scanning it – no filtering or sorting needed. This way, they can easily take action on priority cases before continuing with less urgent ones.

2020 | OTRS

Business Object Management

Indicators for unread communications in business object lists

Feature: Business object lists

Often issues are updated frequently with feedback and questions from customers, so service agents benefit...

Read more

Often issues are updated frequently with feedback and questions from customers, so service agents benefit from indicators for unread communications in business object lists. The indicator helps agents identify issues that contain unread communication. They can quickly focus on these issues so that the customer doesn't have to wait long for an answer or feedback.

2020 | OTRS

Business Object Management

Business object lists

Feature: Business object lists

Because many different types of open issues and other tasks must be organized, service agents...

Read more

Because many different types of open issues and other tasks must be organized, service agents benefit from business object lists. The lists allow agents to create personalized lists of business objects. They can apply preferred search, filter and sort criteria to accessible business objects, rather than sticking to pre-defined lists with hard coded search, filter and sort criteria.

2020 | OTRS

Individualization

Ticket list filter for “articles unread by me”

Feature: Business object lists

Quick efficient communication is a key to service agent success, so agents benefit from ticket...

Read more

Quick efficient communication is a key to service agent success, so agents benefit from ticket list filter for "articles unread by me." This lets agents filter lists to display tickets that have unread articles. They can quickly focus on relevant new information, rather than missing new details.

2020 | OTRS

Individualization

Ticket list filter for “my queues”

Feature: Business object lists

When work must be tracked by team or organizational unit, service agents benefit from ticket...

Read more

When work must be tracked by team or organizational unit, service agents benefit from ticket list filter for "my queues." This lets them filter lists so that they see only what is in dedicated queues. They are more easily able to focus on relevant team or organizational unit assignments.

2020 | OTRS

Individualization

Ticket list filter for “my services”

Feature: Business object lists

When services are tracked by the amount of incidents and service requests handled, service managers...

Read more

When services are tracked by the amount of incidents and service requests handled, service managers benefit from ticket list filter for "my services." More specifically, they can filter lists by dedicated services. This allows them to focus on relevant service stability and availability.

2020 | OTRS

Individualization

Ticket list filter for “pending status reached more than … ago”

Feature: Business object lists

To Dos are often organized by due date, so service agents benefit from ticket list...

Read more

To Dos are often organized by due date, so service agents benefit from ticket list filter for "pending status reached more than ... ago" because they can quickly find their outdated tasks. This filter lets agents focus on outdated tasks more easily.

2020 | OTRS

Individualization

Ticket list filter for “responsible is me”

Feature: Business object lists

Service agents can quickly determine what their responsibilities are with ticket list filter for "responsible...

Read more

Service agents can quickly determine what their responsibilities are with ticket list filter for "responsible is me." Using this, they can filter lists quickly and focus on their specific responsibilities.

2020 | OTRS

Individualization

Ticket list filter for “watcher is me”

Feature: Business object lists

Sometimes issues must be monitored, so agents become a watcher of a ticket. When this...

Read more

Sometimes issues must be monitored, so agents become a watcher of a ticket. When this happens, service agents benefit from ticket list filter for "watcher is me." With this, they can create personal lists of watched issues and keep a perfect overview of what they are monitoring.

2020 | OTRS

Time Management

Filter for calendars

Feature: Calendar and resource management

If teams manage many calendars, which results into a large list of appointments, service agents...

Read more

If teams manage many calendars, which results into a large list of appointments, service agents benefit from filter for calendars. More specific, they can filter for calendars in appointment overviews. This allows them to find relevant appointments much faster, rather than look trough the full list to find relevant appointments.

2020 | OTRS

Reporting

User-friendly report scheduling options

Feature: Custom statistics and reports

If reports must be sent at scheduled times, service managers benefit from user-friendly report scheduling...

Read more

If reports must be sent at scheduled times, service managers benefit from user-friendly report scheduling options. Using this, they can select predefined schedules or easily configure more complex schedules. There's no need to struggle with confusing syntax options.

2020 | OTRS

Individualization

Header menus

Feature: Custom menus

Service agents benefit from header menus because they have super quick access to the most...

Read more

Service agents benefit from header menus because they have super quick access to the most frequently performed actions in a matter of a click. This allows them to react immediately to incoming phone calls, requests that require a knowledge base research, or notifications about a critical infrastructure incidents.

2020 | OTRS

Performance

Menus in the application header containing buttons for directly accessing the available create screens

Feature: Custom menus

New customer records and other objects must routinely be created, so service agents benefit from...

Read more

New customer records and other objects must routinely be created, so service agents benefit from menus in the application header containing buttons for directly accessing the available create screens. This gives agents immediate access to create screens for the most common activities. They can create new phone call records or appointments easily, rather than navigating trough several screens.

2020 | OTRS

Performance

Mega menus

Feature: Custom menus

If users have access to many different modules, service agents benefit from mega menus. Mega...

Read more

If users have access to many different modules, service agents benefit from mega menus. Mega menus give agents access to the available modules in OTRS with just a few clicks. This allows them to make full use of OTRS capabilities on demand rather than being discouraged by fully-packed navigation menus.

2020 | OTRS

Performance

Active notification menus

Feature: Custom menus

Service agents benefit from active notification menus because it alerts them to new updates on...

Read more

Service agents benefit from active notification menus because it alerts them to new updates on every screen. This allows them to recognize, access and read new notifications immediately. They don't need to wait for emails about new notifications that would causes a delay in reaction time or responses.

2020 | OTRS

Performance

Search menus

Feature: Custom menus

Search menus give agents the abiliy to search for objects, emails and other documents throughout...

Read more

Search menus give agents the abiliy to search for objects, emails and other documents throughout the whole application, even when few details are known about them. It allows them to open relevant results with only a click, or load a detailed search screen with additional search filters if required.

2020 | OTRS

Administration

Secure login options as admin users

Feature: Change role to administrator

Administrators benefit from secure login options as admin users because it allows them to restrict...

Read more

Administrators benefit from secure login options as admin users because it allows them to restrict access to the admin interface to users who have previously successfully authenticated as an agent, including 2FA and password policy checks. This allows them to make sure that admin tasks are executed by admins only, rather than allowing access to admin modules do not require any additional authentication.

2020 | OTRS

Administration

Login options as agent users

Feature: Change role to user

Administrators benefit from login options as agent users because it allows them to login as...

Read more

Administrators benefit from login options as agent users because it allows them to login as another agent user. This lets them define the configuration parameters for an agent, assist in trouble shooting an agent's personal preferences or verify the effectiveness of new permissions. They can do all of this without having to change the agent's password (if possible at all) or asking the user to assist with a remote session.

2020 | OTRS

Security & Permissions

Group assignments per notification

Feature: Automatic notifications

If systems are used across many departments, administrators benefit from group assignments per notification. This...

Read more

If systems are used across many departments, administrators benefit from group assignments per notification. This lets them assign groups to notifications so that only elevant notifications are displayed to specific groups of users. This prevents displaying too many notifications to the users.

2020 | OTRS

Administration

Organizer item preconfiguration availability options

Feature: Personal organizer

If several different organizer items are available, administrators benefit from organizer item preconfiguration availability options....

Read more

If several different organizer items are available, administrators benefit from organizer item preconfiguration availability options. Administrators can set some of the pre-configured organizer items to “Available” (the user may choose and enable it one or more times from the list of available pre-configured items) or “Enabled” (the item is enabled in the organizer for all users by default, but the user may disable it and enable it later as many times as needed). This allows admins to control availability of organizer items, rather than enabling and managing all organizer items manually.

2020 | OTRS

Administration

Organizer item predefined configurations

Feature: Personal organizer

If users share common interests of lists and overviews, administrators benefit from organizer item predefined...

Read more

If users share common interests of lists and overviews, administrators benefit from organizer item predefined configurations. With this, they can provide ready-to-use organizer items for agent users. This allows users to get started easily with new objects or projects, rather than requiring users to configure lots of common items on their own.

2020 | OTRS

Channels

Organizer item types for chat and online users

Feature: Personal organizer

If chat is used for communication with other agents and customer users, service agents benefit...

Read more

If chat is used for communication with other agents and customer users, service agents benefit from organizer item types for chat and online users. With this, they can have full lists of previous and current chat sessions as well as overviews about available agents and customer users. This allows them to continue with current chats or to start new chats with one or more users easily. Agents quickly know who is online and who sent in updates to currently active chats.

2020 | OTRS

Customer Management

Organizer item types for customer lists

Feature: Personal organizer

To manage many customer relationships at a time, sales managers benefit from organizer item types...

Read more

To manage many customer relationships at a time, sales managers benefit from organizer item types for customer lists. This lets them create a filtered list of customers, their information and properties (like name, location and other data from the backend), as well as status information for their related business objects. It gives them an overview of key accounts and eliminates the needs to load customer information one-by-one or rely on open and closed tickets.

2020 | OTRS

Customer Management

Organizer item types for customer user lists

Feature: Personal organizer

Service agents benefit from organizer item types for customer user lists when working with many...

Read more

Service agents benefit from organizer item types for customer user lists when working with many different customers at a time. It allows them to have a filtered list of customer users, their information and properties (like name, email, phone, location and other data from the backend), as well as status information for related business objects. This allows them to have an overview of personal or organizational VIPs and eliminates the need to load customer user information one-by-one or to rely on open and closed tickets.

2020 | OTRS

Individualization

Avatar menus

Feature: Personal organizer

If personal preferences may change frequently, service agents benefit from avatar menus. More specifically, they...

Read more

If personal preferences may change frequently, service agents benefit from avatar menus. More specifically, they can assign avatars to their personal user profile, personal settings and customization options. This allows agents to access personal settings at any time with only a few clicks, eliminating wasted time on navigation through personal setting pages.

2020 | OTRS

Individualization

Organizer item separators

Feature: Personal organizer

When users need many organizer items, they can benefit from organizer item separators. More specifically,...

Read more

When users need many organizer items, they can benefit from organizer item separators. More specifically, they can separate organizer Items with custom separators. This allows them to distinguish easily between different item purposes, like “Projects” or “Internal,”so that they have an easier overview of their organizer items.

2020 | OTRS

Individualization

Organizer items types for ticket lists

Feature: Personal organizer

If many different types of open issues and other tasks must be organized, service agents...

Read more

If many different types of open issues and other tasks must be organized, service agents benefit from organizer items types for ticket lists. More specifically, they can filter ticket lists based on their information and properties. This allows them to create personal lists of events, incidents or other ticket types and then save the results within the organizer for reuse later.

2020 | OTRS

Individualization

Personal organizers

Feature: Personal organizer

Organizing open issues and other tasks is important, so service agents benefit from personal organizers....

Read more

Organizing open issues and other tasks is important, so service agents benefit from personal organizers. More specifically, they can create personal lists of tickets or other objects for a project or of a specific type. This allows them to organize work to personal needs, rather than manually noting down ticket numbers, bookmarking object links or adding them to large lists of watched objects.

2020 | OTRS

Knowledge Management & Self Service

Organizer item types for KBA lists

Feature: Personal organizer

If KBA content quality must be improved continuously, knowledge managers benefit from organizer item types...

Read more

If KBA content quality must be improved continuously, knowledge managers benefit from organizer item types for KBA lists. More specifically, they can filter KBA lists based on their information and properties. This allows them to always have quick overviews about KBAs that require attention, such as lists of KBAs with upcoming review dates or overviews of low-rated KBAs.

2020 | OTRS

Performance

Organizer item preconfiguration changeability options

Feature: Personal organizer

If organizer items change significantly, administrators benefit from organizer item preconfiguration changeability options. More specifically,...

Read more

If organizer items change significantly, administrators benefit from organizer item preconfiguration changeability options. More specifically, they can set some of the pre-configured organizer items to either “Changeable” (the user gets a clone/copy of the pre-configured item and can make their own modifications to the item's customization) or “Not Changeable” (the user gets only a reference to the pre-configured item and cannot make their own modifications to the item customization but will receive updates to the customization automatically as they are applied.) This allows admins to control when and why organizer items are changed.

2020 | OTRS

Performance

Predefined organizer item configurations

Feature: Personal organizer

When systems are migrated to newer versions, service agents benefit from predefined organizer item configurations....

Read more

When systems are migrated to newer versions, service agents benefit from predefined organizer item configurations. More specifically, they can have toolbar items (e.g. My Locked Tickets) and saved search templates represented in the organizer by new organizer items. This allows them to start using the new version with no disruption, rather than requiring the manual re-creation of frequent searches.

2020 | OTRS

Security & Permissions

Organizer item type permissions

Feature: Personal organizer

If systems are used across multiple departments, administrators benefit from organizer item type permissions. More...

Read more

If systems are used across multiple departments, administrators benefit from organizer item type permissions. More specifically, they can assign groups to organizer item types. This allows them to restrict access to certain types of items to specific groups of users only, rather than having too many or irrelevant organizer items available.

2020 | OTRS

Security & Permissions

User exception lists

Feature: Password policies

If remote systems use special service users for web service connections, administrators benefit from user...

Read more

If remote systems use special service users for web service connections, administrators benefit from user exception lists. More specifically, they can except some users from the account and password policy rules. This allows them to create service accounts that are usually used by web service connections from remote systems, rather than allowing web service users to always login.

2020 | OTRS

Security & Permissions

Advanced password policy rules

Feature: Password policies

When user accounts must be as secure as possible, administrators benefit from advanced password policy...

Read more

When user accounts must be as secure as possible, administrators benefit from advanced password policy rules. More specifically, they can specify account and password policies. This allows them to ensure that users' logins are compliant with the account policies of the company and prevents weak or too-old passwords.

2020 | OTRS

Security & Permissions

Warning messages about password expirations

Feature: Password policies

If passwords are going to expire, service agents benefit from warning messages about password expirations....

Read more

If passwords are going to expire, service agents benefit from warning messages about password expirations. More specifically, they will be informed about soon-to-expire passwords. This allows them to update passwords before they expire, rather than being locked out of OTRS due to an expired password.

2020 | OTRS

Individualization

Grid-like dashboard customizations

Feature: Personal dashboards

If dashboard requirements vary a lot between jobs, service managers benefit from grid-like dashboard customizations...

Read more

If dashboard requirements vary a lot between jobs, service managers benefit from grid-like dashboard customizations which lets them customize dashboards to personal needs. This allows them to have information displayed based upon their individual need, rather than being limited to dashboards predefined by administrators.

2020 | OTRS

Individualization

Custom dashboard widgets

Feature: Personal dashboards

If dashboard requirements vary a lot between jobs, service managers benefit from custom dashboard widgets...

Read more

If dashboard requirements vary a lot between jobs, service managers benefit from custom dashboard widgets which lets them customize dashboards to personal needs. This allows them to have information displayed as individually as needed, rather than being limited to dashboards predefined by administrators.

2020 | ADVANCED ANALYTICS

Individualization

Dashboards and visualizations for Advanced Analytics data

Feature: Analytics dashboards

As a business analyst, I want to improve business quality and performance. I need insight...

Read more

As a business analyst, I want to improve business quality and performance. I need insight into business object data to be able to do this. By using dashboards and visualizations, business analysts can use data in ADVANCED ANALYTICS to gain clear insights and value from data.

2020 | ADVANCED ANALYTICS

Reporting

Appointment duration, plus start and end time, analysis

Feature: Appointment analysis

As a business analyst, I need to be able to identify and understand trends in...

Read more

As a business analyst, I need to be able to identify and understand trends in the amount of scheduled meetings, onsite service appointments, maintenance windows, service engagements, meetings, room reservations and more. By analyzing appointments in comparison to this year, last year, two years ago and other complex aggregations, I can quickly understand this information.

2020 | ADVANCED ANALYTICS

Reporting

Analysis tools for communications and other article data

Feature: Communication analysis

It is important for business analysts to examine how quickly cases are closed and how...

Read more

It is important for business analysts to examine how quickly cases are closed and how much communication is required for an issue to be resolved. This helps with staffing, setting customer expectations and improving communication effectiveness. By using data analysis tools, analysts can quickly and easily gather communication data related to cases.

2020 | ADVANCED ANALYTICS

Reporting

Analysis tools for gathered data from knowledge base articles

Feature: Property analysis

Business analysts can help improve the effectivenss of the knowledge base by gathering data about...

Read more

Business analysts can help improve the effectivenss of the knowledge base by gathering data about knowledge base articles.

2020 | ADVANCED ANALYTICS

Individualization

Data search and filter bars

Feature: Search and filter

Search and filter bars allow business analysts to view subsets of data on their dashboard....

Read more

Search and filter bars allow business analysts to view subsets of data on their dashboard. This makes it much easier to evaluate information by honing in on specific categories.

2020 | ADVANCED ANALYTICS

Reporting

Analysis time range selections

Feature: Time range analysis

Business analysts need to understand service peaks and exceptions. By focusing on dedicated time ranges,...

Read more

Business analysts need to understand service peaks and exceptions. By focusing on dedicated time ranges, such as last year, last 30 minutes, etc., graphs illustrate a subset of data, allowing analysts to drill down into specific timeframes.

2020 | ADVANCED ANALYTICS

Reporting

Customer ticket analysis

Feature: Customer analysis

Knowing which customers are creating the most tickets helps business analysts identify possible customer churn...

Read more

Knowing which customers are creating the most tickets helps business analysts identify possible customer churn before it happens. Analysts can quickly see if a customer is having too many issues with products and services. Businesses can take action to prevent losing the customer.

2020 | ADVANCED ANALYTICS

Reporting

Complex ticket create time analysis

Feature: Ticket analysis

Comparing how many tickets were created in one time period vs. another helps business analysts...

Read more

Comparing how many tickets were created in one time period vs. another helps business analysts uncover case load trends and prioritize resources accordingly. With complex create time analysis, business analysts can compare the number of tickets created in two periods, such as this year to last year or two years ago.

2020 | OTRS

Business Object Management

Personal and shared tagging labels

Feature: Ticket watchlist (Feature Add-on)

We believe that service agents should be able to tag business objects with lables to...

Read more

We believe that service agents should be able to tag business objects with lables to save time when searching for already-analyzed incidents or service requests. When business objects must be classified, our solution for personal and shared tagging labels saves a lot of time and rework.

2020 | STORM

Integration

Meta data collector search interfaces

Feature: Real-time data enrichment

If messages contain data for investigation, security analysts benefit from meta data collector search interfaces....

Read more

If messages contain data for investigation, security analysts benefit from meta data collector search interfaces. More specifically, they can find relevant IP addresses and other data from existing STORM messge records. This enables them to save investigation time by reducing the wasted time that results from manually searching for existing matches of received IPs or other data.

2021 | OTRS

Security & Permissions

Encryption and signing for process user task activity emails via S/MIME and PGP

Feature: Process management article email (Feature Add-on)

We believe that process modelers should be able to configure encrypted outgoing emails to ensure...

Read more

We believe that process modelers should be able to configure encrypted outgoing emails to ensure continuous safe process communication. Instead of sending unsafe unencrypted manual emails, our solution for encryption and signing for process user task activity emails via S/MIME and PGP is what you need.

2021 | STORM

Security & Permissions

PDF to image converter

Feature: Processing information from external sources

If external PDF files can be submitted via emails or notes, security analysts benefit from...

Read more

If external PDF files can be submitted via emails or notes, security analysts benefit from PDF to image converter. This enables them to safely open PDF content in a preview, as opposed to downloading potentially dangerous PDF files.

2021 | STORM

Integration

Predefined ENISA taxonomy web services and fields

Feature: Custom fields for Tickets

If ENISA taxonomy is used for classification, security analysts benefit from predefined ENISA taxonomy web...

Read more

If ENISA taxonomy is used for classification, security analysts benefit from predefined ENISA taxonomy web services and fields. By selecting from predefined ENISA taxonomy values, they can ensure that classifications align with the latest taxonomy specifications, rather than risk using outdated taxonomy values.

2021 | STORM

Integration

Predefined false positive taxonomy web services and fields

Feature: Custom fields for Tickets

If false positive taxonomy is used for classification, security analysts benefit from predefined false positive...

Read more

If false positive taxonomy is used for classification, security analysts benefit from predefined false positive taxonomy web services and fields. By selecting from predefined false positive taxonomy values, they can ensure that classifications align with the latest taxonomy specifications, rather than risk using outdated taxonomy values.

2021 | STORM

Integration

Predefined KRITIS taxonomy web services and fields

Feature: Custom fields for Tickets

If KRITIS taxonomy is used for classification, security analysts benefit from predefined KRITIS taxonomy web...

Read more

If KRITIS taxonomy is used for classification, security analysts benefit from predefined KRITIS taxonomy web services and fields. By selecting from predefined KRITIS taxonomy values, they can ensure that classifications align with the latest taxonomy specifications, rather than risk using outdated taxonomy values.

2021 | STORM

Reporting

Predefined TLP taxonomy fields

Feature: Custom fields for Tickets

If TLP taxonomy is used for classification, security analysts benefit from predefined TLP taxonomy fields....

Read more

If TLP taxonomy is used for classification, security analysts benefit from predefined TLP taxonomy fields. By selecting predefined TLP taxonomy values, they ensure that classifications align with the latest taxonomy specifications, rather than risk using incorrect taxonomy values.

2021 | STORM

Security & Permissions

Encryption and signing for process script task activity emails via S/MIME and PGP

Feature: Process script task activities

If business process participants require encrypted communication, process modelers benefit from encryption and signing for...

Read more

If business process participants require encrypted communication, process modelers benefit from encryption and signing for process script task activity emails via S/MIME and PGP. More specifically, they can configure outgoing emails to be encrypted. This ensures continuous safe communication processing, rather than risk sending unencrypted automated emails.

2021 | STORM

Integration

Integrations with MISP platforms to receive threat data

Feature: Web service framework

When threat data may influence process flows, security analysts benefit from receiving threat data via...

Read more

When threat data may influence process flows, security analysts benefit from receiving threat data via integration with MISP platforms. This ensures that they can automatically enrich processes with the necessary information about threats. They decrease the time spent on threat analysis, as compared to manually copy/pasting information from MISP platforms.

2021 | STORM

Integration

Integrations with MISP platforms to share threat data

Feature: Web service framework

When threat analysis results must be shared, security analysts benefit from integration with MISP platforms...

Read more

When threat analysis results must be shared, security analysts benefit from integration with MISP platforms to share incident, event and threat data. Sharing threat details on MISP platforms allows them to spread relevant information to other eligible audiences.

2021 | STORM

Integration

Integrations with the VulnDB platform to receive vulnerability data for prioritization

Feature: Web service framework

When vulnerabilities must be classified, security analysts benefit from integration with the VulnDB platform so...

Read more

When vulnerabilities must be classified, security analysts benefit from integration with the VulnDB platform so that they quickly receive vulnerability data in order to evaluate and prioritize vulnerabilities. This enables them to decrease the time spent on vulnerability analysis, rather than manually searching for information on the VulnDB platform.

2021 | STORM

Integration

Integrations with the VulnDB platform to receive vulnerability data for process enrichment

Feature: Web service framework

When vulnerability data may influence process flows, security analysts benefit from integrations with the VulnDB...

Read more

When vulnerability data may influence process flows, security analysts benefit from integrations with the VulnDB platform so that they quickly receive vulnerability data. This allows them to automatically enrich processes with the necessary information about vulnerabilities which increases efficiency in handling vulnerability-related processes, because there is no need to manually copy/pasting information from the VulnDB platform.

2021 | STORM

Automation & Processes

Plaintext email options for automatic email notifications

Feature: Automatic notifications

If remote systems cannot read rich-text emails, administrators benefit from plaintext email options for automatic...

Read more

If remote systems cannot read rich-text emails, administrators benefit from plaintext email options for automatic email notifications. More specifically, they can configure outgoing emails to be plaintext only. This enables them to better integrate with remote email-based systems directly, as opposed to sending email notifications in rich-text format to third-party gateways for further plaintext processing.

2021 | STORM

Integration

Article raw source fetching/sending options for ticket web services

Feature: Web service framework

If emails must be submitted to SPAM defense and abuse handling systems, security analysts benefit...

Read more

If emails must be submitted to SPAM defense and abuse handling systems, security analysts benefit from article raw source fetching/sending options for ticket web services. More specifically, they can send the email raw source information, including all headers, to remote systems for deeper analysis. This increases efficiency in email analysis processes, because all necesary information for deeper and safe analysis can be sent at once.

2021 | STORM

Integration

Attachment action support for data hashes

Feature: Web service framework

If attachments must be analysed before downloading, service managers benefit from attachment action support for...

Read more

If attachments must be analysed before downloading, service managers benefit from attachment action support for data hashes. This allows them to submit attachment hashes instead of full data to remote virus checking services. We enable them to ensure that attachment data is not disclosed to remote services, rather than sending readable attachment data.

2021 | STORM

Integration

Generic interface requester transport configuration options for custom outgoing HTTP request headers (e.g. Authentication: Bearer 1234)

Feature: Web service framework

If remote web services must be used to check files for viruses, exchange incident data...

Read more

If remote web services must be used to check files for viruses, exchange incident data or search for significant terms, administrators benefit from generic interface requester transport configuration options for custom outgoing HTTP request headers (eg Authentication: Bearer 1234). By using this, they can connect to remote web services that require header authentication. This enables them to integrate with tools using standard authentication mechanisms, rather than requiring remote tools to provide basic authentication or proprietary authentication methods.

2021 | STORM

Integration

Meta data collector webservice interfaces

Feature: Real-time data enrichment

If messages contain data for investigation, security analysts benefit from meta data collector webservice interfaces....

Read more

If messages contain data for investigation, security analysts benefit from meta data collector webservice interfaces. More specifically, they can find relevant IP addresses and other data from existing records in tools external to STORM. This enables them to save investigation time by reducing the wasted time that results from manually searching for existing matches of IPs or other data.

2021 | STORM

Business Object Management

Personal and shared tagging labels for attachments

Feature: Classification and Categorization of Tickets

If attachments must be classified, security analysts benefit from personal and shared tagging labels for...

Read more

If attachments must be classified, security analysts benefit from personal and shared tagging labels for attachments. Labels enable them to save time when searching for already analyzed attachments, because analysis results can be quickly made available as a label.

2021 | STORM

Business Object Management

Predefined recipients in templates

Feature: Text modules for emails, SMS, etc.

If messages must be sent to a dedicated list of recipients, service agents benefit from...

Read more

If messages must be sent to a dedicated list of recipients, service agents benefit from predefined recipients in templates. More specifically, they can send emails and notes to the same several recipients repeatedly, much like a distribution list. This saves time when communicating, rather than always adding repeated recipients from scratch.

2021 | STORM

Business Object Management

Recipients taken from static and dynamic fields in templates

Feature: Text modules for emails, SMS, etc.

If messages must be sent to dynamically selected recipients, service agents benefit from recipients taken...

Read more

If messages must be sent to dynamically selected recipients, service agents benefit from recipients taken from static and dynamic fields in templates. This allows them to send emails and notes faster by using automatically selected recipients. They save time on communications because they aren't adding recipients manually when these have already been defined in other fields.

2021 | STORM

Security & Permissions

Hardware security module (HSM) support for private keys

Feature: Encryption and signing for emails via S/MIME or PGP

If controlled access to the server file system is not considered sufficient security, security managers...

Read more

If controlled access to the server file system is not considered sufficient security, security managers benefit from hardware security module (HSM) support for private keys. Using this, they can perform cryptographic email operations (Sign and Decrypt) with a HSM installed or connected. This ensures more secure private keys and passwords, rather than storing certificates and their keys and password on the server's file system.

2021 | ADVANCED ANALYTICS

Reporting

Graphical link relation visualization

Feature: Link layer visualization

With graphical link relation visualization, asset managers get a holistic view of configuration items, processes,...

Read more

With graphical link relation visualization, asset managers get a holistic view of configuration items, processes, incidents, customers and other business objects without having to jump back and forth between individual business objects. This gives tem the ability to study relationships and understand dependencies within the CMDB and other modules.

2021 | ADVANCED ANALYTICS

Individualization

Pivot tables

Feature: Pivot tables

Pivot tables allow business analysts to run calculations in external tools when one data set...

Read more

Pivot tables allow business analysts to run calculations in external tools when one data set must be compared to another in different ways. These different perspectives allow analysts to improve business quality and performance.

2021 | ADVANCED ANALYTICS

Reporting

Analysis tools for data saved in assets and other configuration items

Feature: CI property analysis

With asset analysis tools, business analysts gain useful insight about assets, their vendors, their performance...

Read more

With asset analysis tools, business analysts gain useful insight about assets, their vendors, their performance and other configuration information. This allows analysts to better understand how frequently assets appear in cases and predict future issues.

2021 | ADVANCED ANALYTICS

Reporting

Analysis tools for data gathered from customer surveys

Feature: Survey analysis

Analysis tools allow business analysts to use data gathered data from customer surveys to understand...

Read more

Analysis tools allow business analysts to use data gathered data from customer surveys to understand customer preferences, needs and issues. This also helps to minimize cold calling effort.

2021 | ADVANCED ANALYTICS

Reporting

Statistics available to users in the external interface

Feature: SLA performance analysis

Customer users want to be able to quickly reference service level performance. They want to...

Read more

Customer users want to be able to quickly reference service level performance. They want to be able to review how many tickets were created and how many of them breached the SLA (service level agreement). To simplify this and avoid creating manual reports, statistics can be made available to users in the external interface.

2021 | ADVANCED ANALYTICS

Reporting

Data analysis visualizations of linked data relationships and their details

Feature: Relationship analysis

Often human resource planning is tied to the number of business objects that must be...

Read more

Often human resource planning is tied to the number of business objects that must be processed, such as tickets or customer requests. With data analysis visualizations of link relationships and their details, business analysts get the information they need to correctly estimate staffing and other resource management needs. Instead of counting the number of isolated business objects manually, they simply look at the visualizations to quickly get the needed data.

2021 | ADVANCED ANALYTICS

Automation & Processes

Analysis tools for finding anomalies and predictions result data

Feature: Detection and prediction

Business analysts need to be able to predict upcoming situations so that they can manage...

Read more

Business analysts need to be able to predict upcoming situations so that they can manage risk and resources before any negative impacts occur. With Analysis tools for finding anomalies and predictions result data, business analysts can use data that has been predicted by applying machine learning to historical data.

2021 | OTRS

Knowledge Management & Self Service

Search object selection options to show only tickets or only articles

Feature: Dynamic finder

Fast access to needed information is critical for providing quality service. With search object selection...

Read more

Fast access to needed information is critical for providing quality service. With search object selection options to show only tickets or only articles, service agents can now quickly differentiate between tickets and their articles in ticket-related search results so that only one of the two is displayed at a time.

2021 | OTRS

Knowledge Management & Self Service

Business object specific search filter criteria like in ticket lists or KBA lists

Feature: Dynamic finder

Having a consistent user interface helps service agents more quickly locate the information they need....

Read more

Having a consistent user interface helps service agents more quickly locate the information they need. By applying business object specific search filter criteria like in ticket lists or KBA lists, they are able to filter search information in the same way that that they do business object lists.

2021 | OTRS

Individualization

Personal activity streams

Feature: Personal organizer

To keep up with what's most important, service agents need to be able to quickly...

Read more

To keep up with what's most important, service agents need to be able to quickly identify business objects that have new emails or notes attached. By using personal activity streams, they can swiftly identify which cases have new updates, and they can even focus on whether these were added last week, yesterday or an hour ago.

2021 | OTRS

Knowledge Management & Self Service

Search result business object filter

Feature: Dynamic finder

With search result business object filter, service agents do not see unnecessary business objects (e.g....

Read more

With search result business object filter, service agents do not see unnecessary business objects (e.g. articles in ticket results) when search results should only display the most relevant type (e.g. tickets, articles, appointments, knowledge base articles, etc.).

2021 | OTRS

Individualization

Automatic time zone support

Feature: Time zone support

With automatic time zone support, service agent time zones automatically change as they travel between...

Read more

With automatic time zone support, service agent time zones automatically change as they travel between several time zones.

2021 | OTRS

Knowledge Management & Self Service

Complex search filter conditions

Feature: Dynamic finder

With complex search filter conditions, service agents are able to use AND-OR switches between filters...

Read more

With complex search filter conditions, service agents are able to use AND-OR switches between filters and negation options. This allows them to optimally narrow down search results and find relevant data faster.

2021 | OTRS

Individualization

Search options for column names in widget settings

Feature: Personal dashboards

With search options for column names in widget settings, service agents can quickly find column...

Read more

With search options for column names in widget settings, service agents can quickly find column and field names for use in widget settings, instead of having to scroll through long lists of available columns when several dozens or even hundreds of possible columns are available for lists and widgets.

2021 | OTRS

Business Object Management

Print function with rich-text and image support

Feature: Business object detail views

Service agents may want to print business objects, including their rich-text articles, inline-images and other...

Read more

Service agents may want to print business objects, including their rich-text articles, inline-images and other non-plain text content, so that they can export single business objects for meetings or offline reading. Print function with rich-text and image support lets them do so.

2021 | OTRS

Collaboration

Automatic drafts for notes and emails

Feature: Draft mode for notes & emails

As a service agent, it is often nessessary to switch between tasks. When this is...

Read more

As a service agent, it is often nessessary to switch between tasks. When this is required, agents must be able to do so quickly, without having to remember to save their in-progess note and email updates. With automatic drafts for notes and emails, in-progress drafts are automatically saved for agents so that they may be resumed later on or even completed from a different device.

2021 | OTRS

Business Object Management

Inline editing options for ticket titles

Feature: Business object lists

Accurate and clear ticket titles make it easier for service agents to quickly find and...

Read more

Accurate and clear ticket titles make it easier for service agents to quickly find and understand what a business object is about when it appears in an object list or its detail view. Sometimes, however, incoming emails don't have easy-to-understand titles, so agents must update these. With inline editing options for ticket titles, service agents no longer have to use ticket forms to edit ticket titles. They simply do so directly within the view.

2021 | OTRS

Security & Permissions

Configuration options to invalidate accounts after n-days of inactivity

Feature: Password policies

With configuration options to invalidate accounts after n-days of inactivity, security managers do not have...

Read more

With configuration options to invalidate accounts after n-days of inactivity, security managers do not have to manually manage the invalidation of accounts from previous employees or customers when user management does not automatically update accounts.

2021 | OTRS

Business Object Management

Time and history stripes, small widgets that contain just enough details about the things that have been done in the past, like adding notes or changing field values

Feature: Stripes

Service managers must know who has done what in the past so that they can...

Read more

Service managers must know who has done what in the past so that they can stay informed about events and happenings. With time and history stripes, small widgets that contain just enough details about the things that have been done in the past, like adding notes or changing field values, this is simple. Service managers no longer have to waste time analyzing history tables just to learn about data changes and other business object details.

2021 | OTRS

Knowledge Management & Self Service

MLT (More Like This) search result widgets for create, reply, note and other screens

Feature: Dynamic finder

Seeing contextully useful information in the form of knowledge base articles or other tickets helps...

Read more

Seeing contextully useful information in the form of knowledge base articles or other tickets helps service agents work more efficiently. With MLT (More Like This) search result widgets for create, reply, note and other screens, service agents no longer have to manually search for useful information.

2021 | OTRS

Business Object Management

Personal and static lists of tickets and other objects in the customer interface with field filters

Feature: Business object lists

Filtering business object lists helps customer users find information faster. With personal and static lists...

Read more

Filtering business object lists helps customer users find information faster. With personal and static lists of tickets and other objects in the customer interface with field filters, customer users can filter by dedicated field values, including data stored in dynamic fields.

2021 | OTRS

Individualization

LDAP password change support for customer- and agent accounts

Feature: Personal user settings

LDAP password change support for customer- and agent accounts simplifies the process of changing passwords....

Read more

LDAP password change support for customer- and agent accounts simplifies the process of changing passwords. Service agents can change their password solely in the LDAP backend when LDAP is used as an authentication backend for customer and agent users.

2021 | OTRS

Collaboration

Shared filter and search results

Feature: Shared filter and search results

With shared filter and search results, service agents can share search templates with colleagues so...

Read more

With shared filter and search results, service agents can share search templates with colleagues so that they all have the same view. This helps to keep lists more consistent.

2021 | OTRS

Channels

Personal customer user settings for communication sort order (by X, up/down)

Feature: Customer service center

With personal customer user settings for communication sort order (by X, up/down), customer users can...

Read more

With personal customer user settings for communication sort order (by X, up/down), customer users can sort communications by age so that they can quicky see the latest and most important updates.

2021 | OTRS

Automation & Processes

Predefined external or internal visibility options in text templates

Feature: Text modules

As a service agent, it's very important to know which information is visible externally vs....

Read more

As a service agent, it's very important to know which information is visible externally vs. internally. With predefined external or internal visibility options in text templates, visibility is predetermined based on the selected template. This means agents can focus more on the actual response and its quality, without worrying about mistakenly sharing the wrong information.

2021 | OTRS

Knowledge Management & Self Service

Export and import of KBAs

Feature: Knowledge base

Knowledge managers need new or updated knowledge base articles to be approved and tested before...

Read more

Knowledge managers need new or updated knowledge base articles to be approved and tested before being released to production. By using export and import of KBAs, knowledge managers can create drafts in a TEST system, quickly export them when they are ready and import them into the PROD system.

2021 | OTRS

Knowledge Management & Self Service

A default language for customer service catalog items that is also used as a fallback language

Feature: Independent customer service catalog

Service managers want to make sure that all customers have access to the right information...

Read more

Service managers want to make sure that all customers have access to the right information about all services, regardless of their preferred language selections. With a default language for customer service catalog items that is also used as a fallback language, service managers can establish a backup language for catalog items so that they are always displayed and available even if they are not fully translated into all relevant languages.

2021 | OTRS

Business Object Management

Symbolic identifier for unread tickets and articles

Feature: Business object lists

Service agents can focus on what's most important when they can quickly distinguish between fully-read...

Read more

Service agents can focus on what's most important when they can quickly distinguish between fully-read tickets and unread tickets. With symbolic identifier for unread tickets and articles, service agents can quickly find unread tickets or articles that may have important updates.

2021 | OTRS

Business Object Management

Sorting options for open/closed tickets in customer and customer user lists

Feature: Business object lists

Service agents may want to find out which customers have the most open tickets. With...

Read more

Service agents may want to find out which customers have the most open tickets. With sorting options for open/closed tickets in customer and customer user lists, service agents can sort customers by the number of open tickets.

2021 | OTRS

Customer Management

Icons in the customer information cards to start new processes

Feature: Customer information

Service agents may need to start new processes directly from the customer information cards, in...

Read more

Service agents may need to start new processes directly from the customer information cards, in addition to phone calls, e-mails or text messages, so that they can start processes for customers quickly and easily. Icons in the customer information cards to start new processes makes this possible.

2021 | Mobile App

Individualization

Personal mobile default environments

Feature: Multi-account registration

With personal mobile default environments, service agents can save time by defining which OTRS account...

Read more

With personal mobile default environments, service agents can save time by defining which OTRS account is their default. Once defined, agents will automatically be logged into their default when the app opens.

2021 | OTRS

Individualization

Copyable or movable dashboard widgets

Feature: Personal dashboards

With copyable or movable dashboard widgets, service agents can move or copy widgets from one...

Read more

With copyable or movable dashboard widgets, service agents can move or copy widgets from one dashboard layout to another dashboard layout without having to recreate the widget each time. This saves time and minimizes mistakes.

2021 | OTRS

Individualization

Organizer item types for search results

Feature: Personal organizer

Sometimes, service agents have to repeat searches again and again with the same search criteria....

Read more

Sometimes, service agents have to repeat searches again and again with the same search criteria. To save time, service agents can use organizer item types for search results. This allows agents to set up the search one time and then save it as an organizer item so that it is always available, showing up-to-date information each time.