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Looks close, but not close enough... missing Ticket ACL's and stuff...<br>
<br>
Nice screenshots though.. and Time Accounting (real) is nice...<br>
<br>
Web-Interface:<br>
<ul>
<li>Agent web interface for viewing and working on all customer
requests</li>
<li>Admin web interface for changing system things</li>
<li>Customer web interface for viewing and sending infos to the agents</li>
<li>Webinterface with themes support</li>
<li>Webinterface with Single sign on (e. g. HTTPBasicAuth or
LogonTickets)</li>
<li>Multi
language support (Brazilian Portuguese, Bulgarian, Czech, Dutch,
English, Finnish, French, German, Italian, Polish, Portuguese, Russian
and Spanish)</li>
<li>customize the output templates (dtl) release independently</li>
<li>Webinterface with multi attachment support</li>
<li>easy and logical to use</li>
</ul>
Email-Interface:<br>
<ul>
<li>MIME support (attachments) </li>
<li>dispatching of incoming email via email addess or x-header</li>
<li>autoresponders for customers by incoming emails (per queue)</li>
<li>auto convert of incoming html only emails to text/plain (to get
it easier searchable)</li>
<li>email-notification to the agent by new tickets, follow ups or
lock timeouts</li>
<li>follow up check based on references and in-reply-to header</li>
</ul>
Ticket:<br>
<ul>
<li>custom queue view and queue view of all requests</li>
<li>Ticket locking</li>
<li>Ticket replies (standard responses)</li>
<li>Ticket autoresponders per queue</li>
<li>Ticket history, evolution of ticket status and actions taken on
ticket</li>
<li>abaility to add notes (with different note types) to a ticket</li>
<li>Ticket zoom feature</li>
<li>Tickets can be bounced or forwarded to other email addresses</li>
<li>Ticket can be moved to a different queue (this is helpful if
emails are for a specific subject)</li>
<li>Ticket priority</li>
<li>Ticket time accounting</li>
<li>Ticket print view</li>
<li>Ticket pending feature</li>
<li>Ticket bulk feature</li>
<li>Generic agent to do automatically actions on tickets (based on
scheduled jobs)</li>
<li>content fulltext search</li>
</ul>
System:<br>
<ul>
<li>ASP (activ service providing) support</li>
<li>Customer Source can be used from a SQL databases or LDAP (e. g.
eDirectory, AD, OpenLDAP) </li>
<li>TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or
'Ticket#'</li>
<li>Ticket number format free setable</li>
<li>central database, support of different SQL databases (e. g.
MySQL, PostgeSQL, MaxDB/SAPDB, Oracle and DB2)</li>
<li>a stats framework</li>
<li>utf-8 support for frontend and backend</li>
<li>agent authentication against database, ldap, httpauth or radius</li>
<li>customer authentication against database, ldap, httpauth or radius</li>
<li>creation and configuration of user accounts, and groups</li>
<li>creation of standard responses</li>
<li>creation of sub queue</li>
<li>signature configuration per queue</li>
<li>salutation configuration per queue</li>
<li>email-notification of administrators</li>
<li>email-notification sent to problem reporter (by create, locked,
deleted, moved and closed)</li>
<li>submitting update-info (via email or webinterface)</li>
<li>deadlines for trouble tickets</li>
<li>global TimeZone feature</li>
<li>different levels of permissions/access-rights</li>
<li>easy to develope you own addon's (OTRS API)</li>
<li>easy to write different frontends (e. g. X11, console, ...)</li>
<li>a fast and usefull application</li>
</ul>
Todo OTRS 2.0:<br>
<ul>
<li>TicketHookDivider (already in CVS HEAD)</li>
<li>database xml interface (driver for different databases) (already
in CVS HEAD)</li>
<li>WorkingTime support (already in CVS HEAD)</li>
<li>PGP support (already in CVS HEAD)</li>
<li>SMIME support (already in CVS HEAD)</li>
<li>Role feature (already in CVS HEAD)</li>
<li>Ticket ACL support (already in CVS HEAD)</li>
<li>Link support of objects link tickets, faqs, ... (already in CVS
HEAD)</li>
<li>OTRS web package manager (to install applications like calendar
or filemanager)</li>
<li>Web config editor</li>
<li>Workflow feature</li>
</ul>
Todo:<br>
<ul>
<li>API to other ticket systems like Paregrine</li>
<li>XML interface</li>
</ul>
<br>
<br>
Gavin Henry wrote:
<blockquote
cite="mid42500.193.195.148.66.1120124662.squirrel@webmail.suretecsystems.com"
type="cite">
<pre wrap="">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.
</pre>
</blockquote>
<br>
<pre class="moz-signature" cols="72">--
Adrian Carter
Technical Manager
Leading Edge Internet
Web <a class="moz-txt-link-freetext" href="http://www.lei.net.au">http://www.lei.net.au</a> <a class="moz-txt-link-freetext" href="http://support.lei.net.au">http://support.lei.net.au</a>
Direct +61 2 6163 6162 Support 1 300 662 415
E-mail <a class="moz-txt-link-abbreviated" href="mailto:cartera@lei.net.au">cartera@lei.net.au</a>
</pre>
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