The OTRS::ITSM Core package provides basic functionality for all other ITSM packages. This package requires the GeneralCatalog package.
This package implements all ITSM incident management and problem management features. This package requires the ITSMCore package.
This package implements all ITSM configuration management features. This package requires the ITSMCore package.
This module has been discontinued. Please use the new support data mechanism in OTRS 3.3+.
This package contains all other ITSM packages (GeneralCatalog, ITSMCore, ITSMIncidentProblemManagement, ITSMConfigurationManagement, ITSMChangeManagement, ITSMServiceLevelManagement, ImportExport) and makes it possible to install all of them at once.
With the master/slave ticket, it is possible to link multiple tickets of a similar nature, and handle them collectively. As soon as the problem is solved, only the master ticket must be closed. All other tickets will be closed automatically, and the solution text for the master ticket will be sent to all customers of slave tickets.
A customer survey tool to send emails to the customer after a ticket is closed. The customer can access the public interface to submit a survey with custom questions. A report of the survey can be shown in the agent interface.
This module implements a basic interface to System Monitoring Suites. It works by receiving email messages sent by the Monitoring Suite. New tickets are created in case of component failures. Once a ticket has been opened messages regarding the effected component are attached to this ticket. When the component recovers, the ticket state can be c…
The Import/Export tool is a generic framework to import and export objects like tickets or config items in several formats like CSV or XML.
This package implements all ITSM service level management features. This package requires the ITSMCore package.
The OTRS::ITSM Change Management package provides change management functionalities. This package requires the ITSM Core package.
The GeneralCatalog is a reference table tool. You can add new items or update existing items in the Admin-Interface.