Dear List,
I’ve just searched the archives and can’t see that this has been asked
before.
Has anyone ever done a feature comparison of OTRS against RT?
Thanks,
Gavin.
Kind Regards,
Gavin Henry.
Managing Director.
T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry@suretecsystems.com
Open Source. Open Solutions™.
Looks close, but not close enough… missing Ticket ACL’s and stuff…
Nice screenshots though… and Time Accounting (real) is nice…
Web-Interface:
* Agent web interface for viewing and working on all customer requests
* Admin web interface for changing system things
* Customer web interface for viewing and sending infos to the agents
* Webinterface with themes support
* Webinterface with Single sign on (e. g. HTTPBasicAuth or LogonTickets)
* Multi language support (Brazilian Portuguese, Bulgarian, Czech,
Dutch, English, Finnish, French, German, Italian, Polish,
Portuguese, Russian and Spanish)
* customize the output templates (dtl) release independently
* Webinterface with multi attachment support
* easy and logical to use
Email-Interface:
* MIME support (attachments)
* dispatching of incoming email via email addess or x-header
* autoresponders for customers by incoming emails (per queue)
* auto convert of incoming html only emails to text/plain (to get it
easier searchable)
* email-notification to the agent by new tickets, follow ups or lock
timeouts
* follow up check based on references and in-reply-to header
Ticket:
* custom queue view and queue view of all requests
* Ticket locking
* Ticket replies (standard responses)
* Ticket autoresponders per queue
* Ticket history, evolution of ticket status and actions taken on ticket
* abaility to add notes (with different note types) to a ticket
* Ticket zoom feature
* Tickets can be bounced or forwarded to other email addresses
* Ticket can be moved to a different queue (this is helpful if
emails are for a specific subject)
* Ticket priority
* Ticket time accounting
* Ticket print view
* Ticket pending feature
* Ticket bulk feature
* Generic agent to do automatically actions on tickets (based on
scheduled jobs)
* content fulltext search
System:
* ASP (activ service providing) support
* Customer Source can be used from a SQL databases or LDAP (e. g.
eDirectory, AD, OpenLDAP)
* TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or
'Ticket#'
* Ticket number format free setable
* central database, support of different SQL databases (e. g. MySQL,
PostgeSQL, MaxDB/SAPDB, Oracle and DB2)
* a stats framework
* utf-8 support for frontend and backend
* agent authentication against database, ldap, httpauth or radius
* customer authentication against database, ldap, httpauth or radius
* creation and configuration of user accounts, and groups
* creation of standard responses
* creation of sub queue
* signature configuration per queue
* salutation configuration per queue
* email-notification of administrators
* email-notification sent to problem reporter (by create, locked,
deleted, moved and closed)
* submitting update-info (via email or webinterface)
* deadlines for trouble tickets
* global TimeZone feature
* different levels of permissions/access-rights
* easy to develope you own addon's (OTRS API)
* easy to write different frontends (e. g. X11, console, ...)
* a fast and usefull application
Todo OTRS 2.0:
* TicketHookDivider (already in CVS HEAD)
* database xml interface (driver for different databases) (already
in CVS HEAD)
* WorkingTime support (already in CVS HEAD)
* PGP support (already in CVS HEAD)
* SMIME support (already in CVS HEAD)
* Role feature (already in CVS HEAD)
* Ticket ACL support (already in CVS HEAD)
* Link support of objects link tickets, faqs, ... (already in CVS HEAD)
* OTRS web package manager (to install applications like calendar or
filemanager)
* Web config editor
* Workflow feature
Todo:
* API to other ticket systems like Paregrine
* XML interface
Gavin Henry wrote:
Dear List,
I’ve just searched the archives and can’t see that this has been asked
before.Has anyone ever done a feature comparison of OTRS against RT?
Thanks,
Gavin.
Adrian Carter
Technical Manager
Leading Edge Internet
Web http://www.lei.net.au http://support.lei.net.au
Direct +61 2 6163 6162 Support 1 300 662 415
E-mail cartera@lei.net.au
Kind Regards,
Gavin Henry.
Managing Director.
T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry@suretecsystems.com
Open Source. Open Solutions™.
http://www.suretecsystems.com/
> Looks close, but not close enough... missing Ticket ACL's and stuff... > > Nice screenshots though.. and Time Accounting (real) is nice... >LoL. I read that too, but I meant from a real world point of view.
Thanks.
Kind Regards,
Gavin Henry.
Managing Director.
T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry@suretecsystems.com
Open Source. Open Solutions™.