[rt-users] [OT] RT vs OTRS

[Adrian Carter]

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 at lei.net.au

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