the otrs comparison. features. services. requirements

The OTRS Comparison.Features. Services. Requirements.

OTRS Comparison

OTRS ComparisonOTRS offers you a sea of possibilities to bring your service management up to speed. In addition to the reliable and proven basis that is the OTRS framework, it is essential to choose the right equipment for your ship. These are the OTRS features, and they will determine whether your journey will be adventurous and on-the-edge, or swift and relaxed. On the next pages you will find an overview of our solutions with their different features, services and requirements.

Contract level: BASIC I PROFESSIONAL I ENTERPRISE

Contract level: SILVER I GOLD I PLATINUM

2. Services 3. Requirements1. Features

Compare:

OTRS Comparison

1. Features

OTRS Free

Freely selectable Features

Basic Features

Business FeaturesFeatures not available

OTRS Business Solution™


Basic Features

Business Features

OTRS Business Solution™ Managed


Basic Features

Business Features

Features not available

OTRS Comparison

OTRS Free, OTRS Business Solution™ and OTRS Business Solution™ Managed consists of a broad and varied set of basic features and offers more than 1,441 configuration possibilities. Here are the most important ones:

1 For optional services or more agents please contact [email protected] for a separate proposal.

Basic Features

Ticket Creation via

§ Customer Portal § Email § Phone § Fax

Team Postboxes (Queues)

in

Ticket Management

§ Ticket Priorization & Assignment § Ticket Transmission & Follow-up § Service Catalog § OTRS::ITSM CMDB § OTRS::ITSM Configuration Management § Split Tickets & Ticket Bulk Action § Templates & Text Templates § Signatures § Configurable Notifications NEW

§ Notes § Attachments

Security & Permissions

§ Role & Permission Management § Owner & Responsible Assignment § 2-Factor Authentication NEW

§ Data Transmission via SSL § Encoding via S/MIME & PGP

Time Management

§ Calendar & Business Hours § Time Accounting § Solution & Reminder Times § Service Level Management with SLAs § OTRS::ITSM Service Level Management § Escalations

Knowledge Management & Self Service

§ FAQ/Knowledge Database § OTRS Customer Portal § Surveys § Customer Information Center

Performance

§ Multiple Instances1

Reporting

§ Generate Statistics with Previews NEW

§ CSV/PDF Export § Display in Dashboard

Automation & Processes

§ Automatic Notifications § Individual Ticket Fields § Master/Slave Function § OTRS Process Management § OTRS::ITSM Change Management

Look & Feel

§ Usable for Smartphones & Tablets NEW

§ Theme Individualization § Different Ticket Views § Dashboard with Filter Options § Multiselect Input Fields NEW

§ Copy & Paste Images NEW

§ OTRS::ITSM Module

Integration

§ Generic Interface via SOAP+REST § System Monitoring e.g. to Nagios § SAP, baramundi, BMC & CTI Connectors1 § XSLT Mapping NEW

OTRS Comparison

We offer you a series of exclusive Business Features that allow you to work faster, connect better with other systems and take your customer services to the next level.

§ Chat with Chat Channels NEW

Offer your customers an additional, interactive communication channel: In the agent frontend open chats can be answered directly and saved audit-proof in the ticket. Watch and reply to several chats at the same time with the useful multiple chat view and carry out group chats efficiently.

§ Notification Web View NEW

Use the OTRS Business Solution™ and OTRS Business Solution™ Managed without your email client, as this view gives you a structured overview of all ticket notifications which have been sent to you from the system. New notifications are marked with an asterisk and can be tagged and displayed after viewing with ‘read’.

§ SMS Notification System NEW Inform your agents and your customer reliably and attract their attention with SMS. This way, service employees on call or in the field can solve problems faster and customers can receive delivery dates, order statuses, passwords or travel details at all times directly on their mobile phone.

§ Contact with Data Improve and individualize basic customer contact information by adding additional data such as bank account details in a specific dynamic field directly in the ticket.

§ Field Selection DialogSupport your customers when choosing the right SLAs and inform them about the expected time for request resolution through a notification dialog. A smooth translation of the dialogue is also possible.

§ Process templates for incidents, orders & requests for leave NEW

Process templates ready for importing help you create processes for solving incidents, ordering material required for work and dealing with applications for leave more quickly and easily with a proven basis.

§ Ticket Timeline ViewView more details at a glance! The Ticket Timeline View not only shows tickets in chronological order according to creation time, but also organizes incoming messages onto the right and outgoing messages onto the left side. Searching for specific ticket information is now much easier, especially in long threads.

§ Article Attachment OverviewCarry out searches more efficiently with a perfect overview of all ticket attachments in your OTRS system – no matter how many!

§ Report Generator NEW

Generate convincing PDF reports with selected statistics that you can compile and combine with a click.

§ Dynamic Field DatabaseIntegrate external data from any number of external databases, e.g. ERP, CRM, Tracking or other ticket systems, and view it in specific dynamic fields.

Business Features

OTRS Comparison

Equip your OTRS Business Solution™ or your OTRS Business Solution™ Managed with additional, freely selectable features according to your individual requirements and thus adapt it perfectly to your unique operating scenario. Features do not require customizing, can be easily added and removed and come with guaranteed updates! According to your contract level the following freely selectable features are available:

2 Requires OTRS::ITSM.Please note: not all Features are compatible. For any questions regarding compatibility, do not hesitate to contact our sales team at [email protected].

Freely selectable Features (Porting incl.)

ENTERPRISE / PLATINUM Unlimited: 44 of 44

PROFESSIONAL / GOLD 7 of 40

BASIC / SILVER 3 of 17

§ Advanced Ticket Split § Custom Contact Fields § Customer Activity Widget § Customer Interface Link Object § Customer-specific Services § Dashboard News Widget § Delete Attachements § Restore Pending Information § Service Categories § Service-based Queue Routing

§ State Preselection based on Response Templates

§ Tag Cloud § Ticket Time Unit Dropdown NEW

§ Ticket Watchlist § Ticket Workflow (auch für OTRS::ITSM2)

§ Time Accounting Quota § VIP Customer

§ Adjust Sort Ticket Overview NEW

§ Advanced Editor § Advanced Generic Agent § Agent Email Interface NEW

§ Categories for Text Modules § Change Write Protection NEW

§ CI Assignment Attribute Dynamic Field Map2 NEW

§ CI Custom Search2 § CIs in Customer Frontend2 § Dynamic Field Attachment NEW

§ Dynamic Field Config Item NEW

§ Dynamic Sender Addresses § Escalation Suspend § Hide/Show Dynamic Fields § ITSM Config Item Reference2 NEW

§ Openbook Customer Backend NEW

§ Process Management Article Email NEW

§ Queue Responsible § Restrict Customer Data View § Specific Ticket Notifications § Ticket Allocation § Ticket Forms § Ticket Queue Selection

§ Advanced Escalations § Cache Memcached Fast

§ Extended Ticket Stats § Resource Allocation NEW

OTRS Comparison

2. Services

Training Seminars3

Optional: Custom Development4Custom Development

Professional UpdatesProfessional UpdatesService not available

Professional Updates3

3 Depends on your contract level.4 For optional services or more agents please contact [email protected] for a separate proposal.

OTRS Free OTRS Business Solution™ OTRS Business Solution™ Managed

Initial Assessment &Consulting



Service not available

Professional Support Professional SupportProfessional SupportService not available

Optional: Integration of third party applications4

Optional: Integration of third party applications4

Integration of thirdparty applications


Optional: Training Seminars4


Optional: Custom Development4

Optional: Training Seminars4

OTRS Comparison

Let us map your organization and implement the solution, or extend your existing system by optimizing its configuration, migrating to a higher release or adding a customized set of powerful features.

Initial Assessment & Consulting

Evaluation

§ Evaluation workshops tailored to your professional and technical requirements

§ Identifying technical requirements and relationship with OTRS capabilities

§ Project progression, budget, timeline and rough specification of additional OTRS features

§ Platform and hardware recommendation § Advice on application support or hosting services

Conceptional Design

§ Mapping your service organization by developing queue structures that reflect a hierarchical, regional, vertical or by topic design

§ Definition of roles and authorization structures § Mapping and defining service processes and workflows

§ Service Catalog design § Integration and infrastructure design § Security management § also for the OTRS::ITSM Module

Installation & Configuration

§ Installation of OTRS test/production servers including available updates and optional packages (OPMs)

§ Application integration § Testing & Roll out

Migration

§ Migrate from legacy systems to OTRS, update an OTRS solution, replace the OTRS server environment

§ Collaborative planning of migration and potential solution scenarios

§ Migration of customer and transaction related data and processes

§ Mapping to the OTRS data structure § Specification and realization of solution scenarios for an integrative, parallel operation of third party solutions with OTRS

Review & Optimization

§ Identifying the potential § Integration with third-party solutions § Identification and specification of extensions § Implementation of process-related and structural requirements

§ Performance optimization

OTRS Comparison

Stay on the safe side with us! We equip your OTRS Business Solution™ or OTRS Business Solution™ Managed with (security) updates – without hidden costs, of course.

3 Depends on your contract level.

Professional Support & Updates

Qualified Bug Reviews Included Service Requests

Support for OTRS Generic Interface

Optional: Service Manager3

Max. response and resolution time for incidents

Exclusive customerphone support

Support in contractual Service Level Window

Remote MinorRelease Updates

Remote MajorRelease Updates

Remote SecurityUpdates

Remote PatchLevel Updates

Professional Support

Professional Updates3

OTRS Comparison

We provide you with the know-how you need for the professional use of OTRS! Our training seminars are a crucial component of an OTRS implementation project. You can also book it as in-house course tailored to your needs. Dates for public OTRS training seminars can be found in our training calendar: www.otrs-academy.com.

Training Seminars

§ Basic knowledge of web based software architec-ture

§ Practical knowledge about functions and structure of directory services

§ Practical knowledge of protocols e.g SMTP, POP3, HTTP, FTP

§ Basic knowledge of SQL § Good knowledge of Best Practice Standards of the IT Infrastructure Library (ITIL)

Prerequisites

OTRS Administrator Training OTRS Process Management+ § Installation, Backup and Restore of OTRS § User administration and authority management § Design of queue and authority structures to map a service organization

§ Administrating frontend modules

§ Wording and elements § Creation of process example § Import/Export § SysConfig (Process Management)

§ Manual Migration § Access Control Lists § Enhancements of LDAP configs § Adjustment of Postmaster Filters § Advanced sysconfig, creation of additional dashlets and calendars

§ Webservice configuration and creation and update of tickets via simple Perl Scripts

§ Ticket Automation

OTRS Expert Training + OTRS Expert Process Management Training

§ Create an example process with loops and branches

§ Dynamic Fields § Activity + Activity-Dialog § Transition + Transitions-Action § Process Design § SysConfig settings § Import/export of processes

OTRS Key User Training § Basics of using OTRS § Introduction to agent and customer frontend, using various ticket interfaces

§ Typical life cycle of a ticket § Using templates and automated text modules § Deploying text modules and data § Working with queues and workflows § Using the knowledge database

For Administrators

For Experts

For Key User

§ Practical knowledge of text editors z. B. UltraEdit, VI, VIM

§ Good knowledge about configuration of Apache and mail servers

Additionally for OTRS Expert Training: § OTRS Administrator Training (Unix/Linux) § 6 months experience in using OTRS as administrator

OTRS Comparison

OTRS Generic Interface

An efficient and cross-process Service Management requires OTRS software solutions to be highly integrative to third party components like SAP, Salesforce, SugarCRM, Nagios or further ITSM solutions as ARS Remedy or HP Service Center. The Generic Interface boosts OTRS’ capability to be easily integrated with the existing IT environment based on web services and allows customization while reducing risks, time spent and costs to build and maintain interfaces. It is also possible to connect data-base connections via Generic Interface.

OTRS ConnectorsBased on the GI framework the way to connect third party business applications is defined by designing connectors to manage all objects involved while taking the systems specific data structures into account. Existing Connectors are exclusively available for OTRS Business Solution™ and OTRS Business Solution™ Managed customers.

TicketConnector

SolMan -Connector

OTRS Generic

Interface

Integration of third party applications

Monitoring

Open LDAP

eDirectory

LDAP

MySQL

Banco de dados LDAP Monitoring Database

OTRS Comparison

Work with the OTRS development team to build highly custom and innovative service solutions on OTRS. OTRS developed solutions provide the flexibility and performance businesses require to meet their customer demands.

Identify and create technical specifications

Provide cost-benefit estimates and establish development timelines

Develop new functionality to meet business requirements

Adapt standard functionality to departmental needs

Custom Development

TicketConnector

SolMan -Connector

OTRS Generic

Interface

OTRS Comparison

3. Requirements

Provision of technical prerequisites and skills for a smooth operation of OTRS.

Technical OTRS Know-how

Technical know-how must be

provided by the user


OTRS IT Resources

IT resources must be

provided by the user

OTRS Free OTRS Business Solution™ OTRS Business Solution™ Managed

OTRS IT ResourcesOptional: OTRS IT Resources4


4 For optional services or more agents please contact [email protected] for a separate proposal.

OTRS Comparison

For using your OTRS solution successfully it is crucial to fall back on detailed know-how about the environment in which OTRS should run. We support your IT department in administration of necessary third party systems and connections, so that the software works smoothly in your organisation. Within the OTRS Business Solution™ Managed our experts will take care about the full software operation, administration and adjustments, hardware and software maintainance as well as a data backup in an ISO 27001 certified data center. No matter which solution you prefer, stay flexible with OTRS.

Sound knowledge, among other things, in:

§ Network administration § VPN administration § Firewall administration § Database management § Server management § Timeserver monitoring § Mailserver administration § Physical facilities management/ Server hardware maintainance

Operation of Implementation of § Regular updates through OTRS experts § Closing of vulnerabilities with security patches

Additionally for OTRS Business Solution™ Managed systems § Serverhosting & operation in ISO 27001 certified data centers

§ SSL encryption § Full daily backup

Necessary Technical OTRS Know-how

§ Administration Linux/Unix based operating systems (LPIC 1 level) § Apache + NGINX administration § Protocols (SMTP, POP3, IMAP) § Perl knowledge § Unix-based Mailserver (e.g. Posfix) § Linux/Unix-based Jobschedule management

§ Database administration (Oracle, Posgres, MySQL) § OTRS administration (expert level)

Required OTRS IT Resources

EuropeT: +49 6172 681988 0

North AmericaT: +1 408 549 1717

Contact us

Email: [email protected]

Latin AmericaBrazilT: +55 11 4130 8205MexicoT: +52 55 1168 9664

AsiaMalaysiaT: +603 2725 8088Hong KongT: +852 5803 5820

Website: www.otrs.com

the otrs comparison. features. services. requirements

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