OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. Do you receive many e-mails and want to answer them with a team of agents? You're going to love the OTRS!

It is distributed under the GNU General Public License (GPL) and tested on Linux, Solaris, AIX, FreeBSD, OpenBSD, Mac OS 10.x and Windows.

The ((otrs)) company provides commercial services (e.g. support, consulting, training, pre-build-systems, etc.) for the OTRS (English and German).

Try our demo system to get an impression of this kind of magic.

OTRS admin training between 30/06/2008 and 01/07/2008 (German)!

Starting on 30/06/2008 an OTRS admin training takes place at the Linux Hotel in Essen, Germany. This 2-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc.
Thanks!

CNET.com Blog: OTRS an open-source ticket system worth watching

Matt Asay posted on the CNET.com Blog "The Open Road" about OTRS.

[...]
A year or so ago I was looking around for a good ticketing system and came across OTRS. Looking around the ticketing system landscape, it's hard to miss OTRS. There are others, of course, like Request Tracker, but based on the numbers OTRS appears to be the leading ticketing system.

It's an impressive system with an equally impressive list of over 150 paid customers, including Nokia, Siemens, Lufthansa, Boeing, NASA Ames Research Center, Amnesty International, and Fujitsu Microelectronics America. If you believe that technology companies are good bellwethers of smart technology decisions, then OTRS has this in spades (including free use of OTRS by Intel and Sun, as well as GE and the American Stock Exchange, and 6,000 other companies).
[...]

The OTRS Team is pleased to announce a feature OTRS extention, OTRS::ITSM 1.1.1.

• Total of all ever created tickets per ticket-type and priority; status; queue; service
• Monthly overview of all ever created tickets of a previous month per ticket-type; priority; status; queue; service
• Total of all configuration items (CIs) created in a previous month per class; per status
• Total of all configuration items (CIs) created per class; per status
• Total of all configuration items (CIs) created in a defined period per class; per status
• First time solution rate of all ever created tickets per ticket-type and priority; queue; service
• First time solution rate in a previous month per ticket-type; per priority; per queue; per service
• First time solution rate in a defined period per ticket-type and priority; queue; service
• Average resolution time of all ever created tickets per ticket- type and priority; queue; service
• Average resolution time in a previous month per ticket- type and priority; queue; service
• Average resolution time in a defined period per ticket- type and priority; queue; service

The OTRS Team is pleased to announce a feature release, FAQ 1.3.1.

The OTRS Team is pleased to announce a minor bug fix release, OTRS 2.2.6.

The OTRS Team is pleased to announce a minor bug fix release, OTRS 2.2.5.

OTRS admin training between 18/02/2008 and 19/02/2008 (German)!

(next round, because of so many requests)
Starting on 18/02/2008 an OTRS admin training takes place at the Linux Hotel in Essen, Germany. This 2-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc.
Thanks!

OTRS admin training between 11/12/2007 and 12/12/2007 (German)!

Starting on 11/12/2007 an OTRS admin training takes place at the Linux Hotel in Essen, Germany. This 2-day training gives you the possibility to experience OTRS in a small group. Get to know all about installing OTRS on different platforms, how to configure the system for various scenarios, customize the frontend, etc.
Thanks for your help and making OTRS the world leading open source trouble ticket system!

OTRS is growing and growing. Today we account for over 49,000 productive ticket system installations world wide, in 22 languages, and OTRS is comprised of over 230,000 line of codes. A software operating on this level needs an excellent quality.

To improve the quality of OTRS, we are using unit tests (a big bundle of automatic tests) which will be processed every night on different machines (Linux, FreeBSD, Windows, ...) with different databases (MySQL, PostgreSQL, Oracle, MSSQL, ...). The results are posted on this website. Here you can see an overview of all the checks last run on each environment.

So, for the OTRS development team this eases finding bugs on different platforms. Also, they see if a particular change (maybe a bugfix) is affecting any other part(s) of OTRS.

In other words, unit tests are essential for OTRS to improving the quality. :)

The OTRS Team is pleased to announce a major bug fix release, OTRS 2.2.4.

We do like to inform you about a know error identified within the OTRS 2.2.3 release. On Unix / Linux systems running OTRS 2.2.3 that known error causes memory to 'disappear', the system might freeze, load increases or error messages like "No free space left on device" might pop up. Note, windows users are not affected.

PS: Update to OTRS version 2.2.4 is scheduled for 2007-11-07.

The OTRS Team is pleased to announce a major bug fix release, OTRS 2.2.3.

The OTRS Team is pleased to announce a major bug fix release, OTRS 2.2.2.

Fixes:

Enhancements:

The OTRS Team is pleased to announce the release of OTRS::ITSM 1.0.2.

Fixes: