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14 February 2012, 13:01

Version 3.1 of OTRS Help Desk released

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OTRS logo OTRS Inc. has released version 3.1 of OTRS (Open source Ticket Request System), the company's open source help desk system, and its ITIL-compliant IT Service Management (ITSM) solution. The first stable 3.1.x release of the help desk software includes a "Generic Interface" framework for connecting OTRS to third-party applications via SOAP and HTTP. With the bundled OTRS Ticket connector, users can create, update and search for tickets in other applications such as the SAP Solution Manager.

The ticket and article FreeText and FreeTime fields have been replaced with "Dynamic Fields", allowing users to add an unlimited number of fields to tickets and articles. Those running a previous version can use the bundled database update script to "transform former FreeText fields and related configuration settings into the new structure".

Other changes include updates to the user interface and mail integration, and database improvements such as the addition of support for PostgreSQL 9.1. Support for dragging and dropping images into ticket replies has also been added; however this feature is currently only supported when using the Firefox web browser.

Further information about the new versions can be found in the OTRS 3.1.1 and OTRS ITSM 3.1.1 release notes, and on the What's New in OTRS 3.1 page, which includes a short video. Versions 3.1.1 of OTRS Help Desk and OTRS ITSM are available to download from the company's site. Source code for OTRS is licensed under the AGPLv3.

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