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29 January 2013, 16:57

OTRS 3.2.1 released with improved process management

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OTRS AG has released version 3.2.1 of its open source helpdesk and IT service management software. Key new features include a process management module aimed at optimising process mapping and improvements to the customer web interface. The new process module enables tasks such as ordering and invoicing to be largely automated, both saving time and reducing the risk of errors.

The new customer information centre provides helpdesk staff with a quick overview of a customer and of that customer's open and escalated tickets and reminders. The new out of office widget lists all absent co-workers and the web interface now uses AJAX and an ACL (Access Control List) based permissions system. According to the developers, the new version also boasts improved performance and scalability of the ticket archiving system.

The OTRS product suite encompasses OTRS Help Desk and ITIL-3 compatible IT service management solution OTRS ITSM. According to the company, the open ticket request system is used by more than 110,000 companies globally, including 60 per cent of DAX-30 companies.

OTRS 3.2.1 can be downloaded from the company's web site. Source code for the software is available under the AGPLv3 licence.


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