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LOGIN - OTRS PORTAL
The browser you are using is too old. This software runs with a huge lists of browsers, please upgrade to one of these.OTRS ON WINDOWS
Start services of your target system: shell> service cron start shell> service apache2 start shell> su - otrs shell> cd /opt/otrs/ shell> bin/Cron.sh start shell> bin/otrs.Daemon.pl -a start. Now you should be able to open the OTRS of your target system in the browser with TEMPLATES — OTRS ADMINISTRATION MANUAL 8.0 DOCUMENTATION To add attachments to a template, it needs to create the attachment first in the Attachments screen. Click on the Add Template button in the left sidebar. Fill in the required fields. Click on the Save button. Click on a template in the list of templates. Modify the fields. Click on the Save or Save and finish button. OTRS 6 - ADMIN MANUAL OTRS 6 - Admin Manual. This work is copyrighted by OTRS AG. You may copy it in whole or in part as long as the copies retain this copyright statement. All trade names are used without the guarantee for their free use and are possibly registered trade marks. All products mentioned in this manual may be trade marks of the respectivemanufacturer.
CORE → SESSION
Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests. This setting can not be deactivated. Default value: --- '1'.EMAIL ADDRESSES
Sending Mails via Local MTA¶. Using a local mail transfer agent (MTA) to send mails directly or relay mails to a smart host is the recommended option. It provides local mail queuing in the case of network connectivity issues and provides you with the capability to authenticate against multiple outgoing mail accounts or accounts using other than basic authentication methods.EMAIL SETTINGS
OTRS can send emails via SMTP (Simple Mail Transfer Protocol / RFC 821) or Secure SMTP.The SMTP server settings can be configured via the SysConfig (Framework::Core::Sendmail).If you don't see SMTPS available as an option, the required Perl modules are missing. CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This CORE → EMAIL → POSTMASTER AutoResponseForWebTickets. If this option is enabled, tickets created via the web interface, via Customers or Agents, will receive an autoresponse if configured. OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTIONLOGINSOLUTIONSSERVICESHOW TO BUYOTRSMAGOTRS Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs.LOGIN - OTRS PORTAL
The browser you are using is too old. This software runs with a huge lists of browsers, please upgrade to one of these.OTRS ON WINDOWS
Start services of your target system: shell> service cron start shell> service apache2 start shell> su - otrs shell> cd /opt/otrs/ shell> bin/Cron.sh start shell> bin/otrs.Daemon.pl -a start. Now you should be able to open the OTRS of your target system in the browser with TEMPLATES — OTRS ADMINISTRATION MANUAL 8.0 DOCUMENTATION To add attachments to a template, it needs to create the attachment first in the Attachments screen. Click on the Add Template button in the left sidebar. Fill in the required fields. Click on the Save button. Click on a template in the list of templates. Modify the fields. Click on the Save or Save and finish button. OTRS 6 - ADMIN MANUAL OTRS 6 - Admin Manual. This work is copyrighted by OTRS AG. You may copy it in whole or in part as long as the copies retain this copyright statement. All trade names are used without the guarantee for their free use and are possibly registered trade marks. All products mentioned in this manual may be trade marks of the respectivemanufacturer.
CORE → SESSION
Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests. This setting can not be deactivated. Default value: --- '1'.EMAIL ADDRESSES
Sending Mails via Local MTA¶. Using a local mail transfer agent (MTA) to send mails directly or relay mails to a smart host is the recommended option. It provides local mail queuing in the case of network connectivity issues and provides you with the capability to authenticate against multiple outgoing mail accounts or accounts using other than basic authentication methods.EMAIL SETTINGS
OTRS can send emails via SMTP (Simple Mail Transfer Protocol / RFC 821) or Secure SMTP.The SMTP server settings can be configured via the SysConfig (Framework::Core::Sendmail).If you don't see SMTPS available as an option, the required Perl modules are missing. CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This CORE → EMAIL → POSTMASTER AutoResponseForWebTickets. If this option is enabled, tickets created via the web interface, via Customers or Agents, will receive an autoresponse if configured. OTRS 8 - THE CURRENT RELEASE OF OTRS What makes OTRS 8 special? OTRS 8 service management software comes directly from the manufacturer. Our solution offers a stable and fast tool backed by years of expert product and process experience. OTRS 8 adapts to your needs with many individually configurable functionalities that are supplemented by consulting services and training.. Managed OTRS 8 is a Solution as a Service. SITIO OFICIAL DE OTRS, UNA SUITE LÍDER DE GESTIÓN DE …TRANSLATETHIS PAGE
Además, OTRS se puede utilizar como una solución de gestión de servicios empresariales, beneficiando a cualquier departamento de su negocio. Es refrescante por su velocidad, información en tiempo real, máxima flexibilidad y óptima seguridad. Es la mejor inversión para el futuro de su empresa y para tener libertad a pesar de lasUPDATING OTRS
Step 1: Stop all relevant services and the OTRS Daemon. Please make sure there are no more running services or cron jobs that try to access OTRS. This will depend on your service configuration, here is an example: root> /etc/init.d/cron stop root> /etc/init.d/postfix stop root> /etc/init.d/apache stop. Stop OTRS cron jobs and the daemon (inEMAIL SETTINGS
OTRS can send emails via SMTP (Simple Mail Transfer Protocol / RFC 821) or Secure SMTP.The SMTP server settings can be configured via the SysConfig (Framework::Core::Sendmail).If you don't see SMTPS available as an option, the required Perl modules are missing. CORE → EMAIL → POSTMASTER AutoResponseForWebTickets. If this option is enabled, tickets created via the web interface, via Customers or Agents, will receive an autoresponse if configured. CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This USERS, GROUPS & ROLES Users, Groups & Roles ¶. Users, Groups & Roles. Simple and complex organizations need a flexible way to control access to their service desk. Access, resources, and permissions must be orchestrated so that, the users and customers have access to the resources BACKING UP THE SYSTEM Execute the command specified in the script below to create a backup: Script: Creating a backup. All data was stored in the directory /backup/2010-09-07_14-28/ (see Script below). Additionally, the data was saved into a .tar.gz file. Script: Checking the backup files. CONFIGURING CONFIGURATION ITEM CLASSES Configuring configuration item classes. Chapter 11. The admin area of OTRS::ITSM. By default OTRS::ITSM provides five CI classes to represent all relevant IT elements: All CIs, which are classically referred to as computers, e.g. desktop PCs or laptops as well as all other intelligent, configurable and non-peripheral appliances such asswitches
FRONTEND → CUSTOMER AutoComplete::Customer###Default. Defines the config options for the autocompletion feature. Default value: --- AutoCompleteActive: '1'ButtonText: Search
OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTIONLOGINSOLUTIONSSERVICESHOW TO BUYOTRSMAGOTRS Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs.LOGIN - OTRS PORTAL
The browser you are using is too old. This software runs with a huge lists of browsers, please upgrade to one of these.OTRS ON WINDOWS
Start services of your target system: shell> service cron start shell> service apache2 start shell> su - otrs shell> cd /opt/otrs/ shell> bin/Cron.sh start shell> bin/otrs.Daemon.pl -a start. Now you should be able to open the OTRS of your target system in the browser with TEMPLATES — OTRS ADMINISTRATION MANUAL 8.0 DOCUMENTATION To add attachments to a template, it needs to create the attachment first in the Attachments screen. Click on the Add Template button in the left sidebar. Fill in the required fields. Click on the Save button. Click on a template in the list of templates. Modify the fields. Click on the Save or Save and finish button. OTRS 6 - ADMIN MANUAL OTRS 6 - Admin Manual. This work is copyrighted by OTRS AG. You may copy it in whole or in part as long as the copies retain this copyright statement. All trade names are used without the guarantee for their free use and are possibly registered trade marks. All products mentioned in this manual may be trade marks of the respectivemanufacturer.
CORE → SESSION
Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests. This setting can not be deactivated. Default value: --- '1'.EMAIL ADDRESSES
Sending Mails via Local MTA¶. Using a local mail transfer agent (MTA) to send mails directly or relay mails to a smart host is the recommended option. It provides local mail queuing in the case of network connectivity issues and provides you with the capability to authenticate against multiple outgoing mail accounts or accounts using other than basic authentication methods.EMAIL SETTINGS
OTRS can send emails via SMTP (Simple Mail Transfer Protocol / RFC 821) or Secure SMTP.The SMTP server settings can be configured via the SysConfig (Framework::Core::Sendmail).If you don't see SMTPS available as an option, the required Perl modules are missing. CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This CORE → EMAIL → POSTMASTER AutoResponseForWebTickets. If this option is enabled, tickets created via the web interface, via Customers or Agents, will receive an autoresponse if configured. OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTIONLOGINSOLUTIONSSERVICESHOW TO BUYOTRSMAGOTRS Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs.LOGIN - OTRS PORTAL
The browser you are using is too old. This software runs with a huge lists of browsers, please upgrade to one of these.OTRS ON WINDOWS
Start services of your target system: shell> service cron start shell> service apache2 start shell> su - otrs shell> cd /opt/otrs/ shell> bin/Cron.sh start shell> bin/otrs.Daemon.pl -a start. Now you should be able to open the OTRS of your target system in the browser with TEMPLATES — OTRS ADMINISTRATION MANUAL 8.0 DOCUMENTATION To add attachments to a template, it needs to create the attachment first in the Attachments screen. Click on the Add Template button in the left sidebar. Fill in the required fields. Click on the Save button. Click on a template in the list of templates. Modify the fields. Click on the Save or Save and finish button. OTRS 6 - ADMIN MANUAL OTRS 6 - Admin Manual. This work is copyrighted by OTRS AG. You may copy it in whole or in part as long as the copies retain this copyright statement. All trade names are used without the guarantee for their free use and are possibly registered trade marks. All products mentioned in this manual may be trade marks of the respectivemanufacturer.
CORE → SESSION
Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests. This setting can not be deactivated. Default value: --- '1'.EMAIL ADDRESSES
Sending Mails via Local MTA¶. Using a local mail transfer agent (MTA) to send mails directly or relay mails to a smart host is the recommended option. It provides local mail queuing in the case of network connectivity issues and provides you with the capability to authenticate against multiple outgoing mail accounts or accounts using other than basic authentication methods.EMAIL SETTINGS
OTRS can send emails via SMTP (Simple Mail Transfer Protocol / RFC 821) or Secure SMTP.The SMTP server settings can be configured via the SysConfig (Framework::Core::Sendmail).If you don't see SMTPS available as an option, the required Perl modules are missing. CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This CORE → EMAIL → POSTMASTER AutoResponseForWebTickets. If this option is enabled, tickets created via the web interface, via Customers or Agents, will receive an autoresponse if configured. OTRS 8 - THE CURRENT RELEASE OF OTRS What makes OTRS 8 special? OTRS 8 service management software comes directly from the manufacturer. Our solution offers a stable and fast tool backed by years of expert product and process experience. OTRS 8 adapts to your needs with many individually configurable functionalities that are supplemented by consulting services and training.. Managed OTRS 8 is a Solution as a Service. SITIO OFICIAL DE OTRS, UNA SUITE LÍDER DE GESTIÓN DE …TRANSLATETHIS PAGE
Además, OTRS se puede utilizar como una solución de gestión de servicios empresariales, beneficiando a cualquier departamento de su negocio. Es refrescante por su velocidad, información en tiempo real, máxima flexibilidad y óptima seguridad. Es la mejor inversión para el futuro de su empresa y para tener libertad a pesar de lasUPDATING OTRS
Step 1: Stop all relevant services and the OTRS Daemon. Please make sure there are no more running services or cron jobs that try to access OTRS. This will depend on your service configuration, here is an example: root> /etc/init.d/cron stop root> /etc/init.d/postfix stop root> /etc/init.d/apache stop. Stop OTRS cron jobs and the daemon (inEMAIL SETTINGS
OTRS can send emails via SMTP (Simple Mail Transfer Protocol / RFC 821) or Secure SMTP.The SMTP server settings can be configured via the SysConfig (Framework::Core::Sendmail).If you don't see SMTPS available as an option, the required Perl modules are missing. CORE → EMAIL → POSTMASTER AutoResponseForWebTickets. If this option is enabled, tickets created via the web interface, via Customers or Agents, will receive an autoresponse if configured. CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This USERS, GROUPS & ROLES Users, Groups & Roles ¶. Users, Groups & Roles. Simple and complex organizations need a flexible way to control access to their service desk. Access, resources, and permissions must be orchestrated so that, the users and customers have access to the resources BACKING UP THE SYSTEM Execute the command specified in the script below to create a backup: Script: Creating a backup. All data was stored in the directory /backup/2010-09-07_14-28/ (see Script below). Additionally, the data was saved into a .tar.gz file. Script: Checking the backup files. CONFIGURING CONFIGURATION ITEM CLASSES Configuring configuration item classes. Chapter 11. The admin area of OTRS::ITSM. By default OTRS::ITSM provides five CI classes to represent all relevant IT elements: All CIs, which are classically referred to as computers, e.g. desktop PCs or laptops as well as all other intelligent, configurable and non-peripheral appliances such asswitches
FRONTEND → CUSTOMER AutoComplete::Customer###Default. Defines the config options for the autocompletion feature. Default value: --- AutoCompleteActive: '1'ButtonText: Search
OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTIONLOGINSOLUTIONSSERVICESHOW TO BUYOTRSMAGOTRS Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs. CUSTOMER SURVEY TOOL Customer Survey Tool. After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time. Here you will find all OTRS Features at a glance.LOGIN - OTRS PORTAL
The browser you are using is too old. This software runs with a huge lists of browsers, please upgrade to one of these.CORE → SESSION
Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests. This setting can not be deactivated. Default value: --- '1'. TEMPLATES — OTRS ADMINISTRATION MANUAL 8.0 DOCUMENTATION To add attachments to a template, it needs to create the attachment first in the Attachments screen. Click on the Add Template button in the left sidebar. Fill in the required fields. Click on the Save button. Click on a template in the list of templates. Modify the fields. Click on the Save or Save and finish button.GENERAL CATALOG
General Catalog. Use this screen to add catalog classes and items to the system. If only this package is installed to the system without any OTRS::ITSM packages, then the general catalog contains no entries. Install other OTRS::ITSM packages (e.g. ITSM Core) to add some classes and items to the catalog. The general catalog management screen is CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This USERS, GROUPS & ROLES Users, Groups & Roles ¶. Users, Groups & Roles. Simple and complex organizations need a flexible way to control access to their service desk. Access, resources, and permissions must be orchestrated so that, the users and customers have access to the resourcesGENERIC INTERFACE
Generic Interface is build based on a layer model, to be flexible and easy to customize. A layer is a set of files, which control how the Generic Interface performs different parts of a web service. Using the right configuration, one can build different web services for different External Systems without creating newEMAIL ADDRESSES
Sending Mails via Local MTA¶. Using a local mail transfer agent (MTA) to send mails directly or relay mails to a smart host is the recommended option. It provides local mail queuing in the case of network connectivity issues and provides you with the capability to authenticate against multiple outgoing mail accounts or accounts using other than basic authentication methods. OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTIONLOGINSOLUTIONSSERVICESHOW TO BUYOTRSMAGOTRS Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs. CUSTOMER SURVEY TOOL Customer Survey Tool. After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time. Here you will find all OTRS Features at a glance.LOGIN - OTRS PORTAL
The browser you are using is too old. This software runs with a huge lists of browsers, please upgrade to one of these.CORE → SESSION
Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests. This setting can not be deactivated. Default value: --- '1'. TEMPLATES — OTRS ADMINISTRATION MANUAL 8.0 DOCUMENTATION To add attachments to a template, it needs to create the attachment first in the Attachments screen. Click on the Add Template button in the left sidebar. Fill in the required fields. Click on the Save button. Click on a template in the list of templates. Modify the fields. Click on the Save or Save and finish button.GENERAL CATALOG
General Catalog. Use this screen to add catalog classes and items to the system. If only this package is installed to the system without any OTRS::ITSM packages, then the general catalog contains no entries. Install other OTRS::ITSM packages (e.g. ITSM Core) to add some classes and items to the catalog. The general catalog management screen is CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This USERS, GROUPS & ROLES Users, Groups & Roles ¶. Users, Groups & Roles. Simple and complex organizations need a flexible way to control access to their service desk. Access, resources, and permissions must be orchestrated so that, the users and customers have access to the resourcesGENERIC INTERFACE
Generic Interface is build based on a layer model, to be flexible and easy to customize. A layer is a set of files, which control how the Generic Interface performs different parts of a web service. Using the right configuration, one can build different web services for different External Systems without creating newEMAIL ADDRESSES
Sending Mails via Local MTA¶. Using a local mail transfer agent (MTA) to send mails directly or relay mails to a smart host is the recommended option. It provides local mail queuing in the case of network connectivity issues and provides you with the capability to authenticate against multiple outgoing mail accounts or accounts using other than basic authentication methods. OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTION Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs. CUSTOMER SURVEY TOOL Customer Survey Tool. After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time. Here you will find all OTRS Features at a glance.BULK ACTIONS
Bulk Actions. The bulk action allows one or more actions (such as a status change, queue change, dynamic field updates, etc.) to be executed on one or more tickets at the same time. Here you will find all OTRS features at a glance.OTRS USER MANUAL
OTRS User Manual. This work is copyrighted by OTRS AG ( https://otrs.com ), Zimmersmühlenweg 11, 61440 Oberursel, Germany.GENERAL CATALOG
General Catalog. Use this screen to add catalog classes and items to the system. If only this package is installed to the system without any OTRS::ITSM packages, then the general catalog contains no entries. Install other OTRS::ITSM packages (e.g. ITSM Core) to add some classes and items to the catalog. The general catalog management screen is BACKING UP THE SYSTEM Execute the command specified in the script below to create a backup: Script: Creating a backup. All data was stored in the directory /backup/2010-09-07_14-28/ (see Script below). Additionally, the data was saved into a .tar.gz file. Script: Checking the backup files.PROCESS MANAGEMENT
Process (as a container) To create a new process is necessary to click on the "Process Management" link in the System Administration box in the Admin panel, this will lead to the Process Management Overview screen. After the creation of the process we can create all other entities (or process parts).DYNAMIC FIELDS
Choose an object in the left sidebar and select a dynamic field type from its drop-down. Fill in the required fields. Click on the Save button. To edit a dynamic field: Click on a dynamic field in the list of dynamic fields. Modify the fields. Click on the Save or Save andfinish button.
SERVICE LEVEL AGREEMENTS Service Level Agreements. Your organization must meet the time demands of your customers. Timely service matters. Response to questions, updates on issues, and solutions must be provided in an agreed amount of time. The agent must receive notification of possible breaches, to prevent ticket escalation. OTRS scales well with your needs andEMAIL SETTINGS
OTRS can send emails via SMTP (Simple Mail Transfer Protocol / RFC 821) or Secure SMTP.The SMTP server settings can be configured via the SysConfig (Framework::Core::Sendmail).If you don't see SMTPS available as an option, the required Perl modules are missing. OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTIONLOGINSOLUTIONSSERVICESHOW TO BUYOTRSMAGOTRS Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs. CUSTOMER SURVEY TOOL Customer Survey Tool. After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time. Here you will find all OTRS Features at a glance.LOGIN - OTRS PORTAL
The browser you are using is too old. This software runs with a huge lists of browsers, please upgrade to one of these. TEMPLATES — OTRS ADMINISTRATION MANUAL 8.0 DOCUMENTATION To add attachments to a template, it needs to create the attachment first in the Attachments screen. Click on the Add Template button in the left sidebar. Fill in the required fields. Click on the Save button. Click on a template in the list of templates. Modify the fields. Click on the Save or Save and finish button. ACCESS CONTROL LISTS (ACL) To delete an ACL: Click on an ACL in the list of ACLs. Set the Validity option to invalid or invalid-temporarily. Click on the Save button. A new Delete Invalid ACL button will appear in the left sidebar. Click on the Delete Invalid ACL button. Click on the Delete button in the confirmation screen. Deploy all ACLs. DASHBOARD — OTRS USER MANUAL 7.0 DOCUMENTATION The dashboard displays so called widgets. A widget is a box, that consists of a header, a filter and a data table. Each widget can be moved with drag and drop, and can have own settings. Each ticket widget has own filter for displaying: My locked tickets: tickets which are locked by the current agent.CORE → SESSION
Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests. This setting can not be deactivated. Default value: --- '1'.EMAIL ADDRESSES
Sending Mails via Local MTA¶. Using a local mail transfer agent (MTA) to send mails directly or relay mails to a smart host is the recommended option. It provides local mail queuing in the case of network connectivity issues and provides you with the capability to authenticate against multiple outgoing mail accounts or accounts using other than basic authentication methods. USERS, GROUPS & ROLES Users, Groups & Roles ¶. Users, Groups & Roles. Simple and complex organizations need a flexible way to control access to their service desk. Access, resources, and permissions must be orchestrated so that, the users and customers have access to the resources CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTIONLOGINSOLUTIONSSERVICESHOW TO BUYOTRSMAGOTRS Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs. CUSTOMER SURVEY TOOL Customer Survey Tool. After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time. Here you will find all OTRS Features at a glance.LOGIN - OTRS PORTAL
The browser you are using is too old. This software runs with a huge lists of browsers, please upgrade to one of these. TEMPLATES — OTRS ADMINISTRATION MANUAL 8.0 DOCUMENTATION To add attachments to a template, it needs to create the attachment first in the Attachments screen. Click on the Add Template button in the left sidebar. Fill in the required fields. Click on the Save button. Click on a template in the list of templates. Modify the fields. Click on the Save or Save and finish button. ACCESS CONTROL LISTS (ACL) To delete an ACL: Click on an ACL in the list of ACLs. Set the Validity option to invalid or invalid-temporarily. Click on the Save button. A new Delete Invalid ACL button will appear in the left sidebar. Click on the Delete Invalid ACL button. Click on the Delete button in the confirmation screen. Deploy all ACLs. DASHBOARD — OTRS USER MANUAL 7.0 DOCUMENTATION The dashboard displays so called widgets. A widget is a box, that consists of a header, a filter and a data table. Each widget can be moved with drag and drop, and can have own settings. Each ticket widget has own filter for displaying: My locked tickets: tickets which are locked by the current agent.CORE → SESSION
Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests. This setting can not be deactivated. Default value: --- '1'.EMAIL ADDRESSES
Sending Mails via Local MTA¶. Using a local mail transfer agent (MTA) to send mails directly or relay mails to a smart host is the recommended option. It provides local mail queuing in the case of network connectivity issues and provides you with the capability to authenticate against multiple outgoing mail accounts or accounts using other than basic authentication methods. USERS, GROUPS & ROLES Users, Groups & Roles ¶. Users, Groups & Roles. Simple and complex organizations need a flexible way to control access to their service desk. Access, resources, and permissions must be orchestrated so that, the users and customers have access to the resources CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTION Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs. CUSTOMER SURVEY TOOL Customer Survey Tool. After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time. Here you will find all OTRS Features at a glance. ACCESS CONTROL LISTS (ACL) To delete an ACL: Click on an ACL in the list of ACLs. Set the Validity option to invalid or invalid-temporarily. Click on the Save button. A new Delete Invalid ACL button will appear in the left sidebar. Click on the Delete Invalid ACL button. Click on the Delete button in the confirmation screen. Deploy all ACLs.GENERAL CATALOG
General Catalog. Use this screen to add catalog classes and items to the system. If only this package is installed to the system without any OTRS::ITSM packages, then the general catalog contains no entries. Install other OTRS::ITSM packages (e.g. ITSM Core) to add some classes and items to the catalog. The general catalog management screen is BACKING UP THE SYSTEM Execute the command specified in the script below to create a backup: Script: Creating a backup. All data was stored in the directory /backup/2010-09-07_14-28/ (see Script below). Additionally, the data was saved into a .tar.gz file. Script: Checking the backup files.PROCESS MANAGEMENT
Process (as a container) To create a new process is necessary to click on the "Process Management" link in the System Administration box in the Admin panel, this will lead to the Process Management Overview screen. After the creation of the process we can create all other entities (or process parts). SERVICE LEVEL AGREEMENTS Service Level Agreements. Your organization must meet the time demands of your customers. Timely service matters. Response to questions, updates on issues, and solutions must be provided in an agreed amount of time. The agent must receive notification of possible breaches, to prevent ticket escalation. OTRS scales well with your needs andIMPORT/EXPORT
This package requires the ITSM Configuration Management feature or any other package that provides back end for objects to be imported and exported. Contents. Administrator Interface. Administration. Import/Export. Manage Import/Export Templates. Import/Export Template Settings. Agent Interface. THE REPORT GENERATOR The report generator allows to combine multiple statistics for sending/downloading. Reports can be configured to be sent automatically on specified times or run manually. STORM MANAGEMENT MODULE STORM Management Module. There is a change in the system configuration that restricts the normal communication between the STORM instance and the OTRS Group. Due to the communication restriction, it is not possible to sent the registration information on a regular basis. In the OTRS framework this is handled by the daemon, but in STORM this is OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTIONLOGINSOLUTIONSSERVICESHOW TO BUYOTRSMAGOTRS Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs. CUSTOMER SURVEY TOOL Customer Survey Tool. After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time. Here you will find all OTRS Features at a glance.LOGIN - OTRS PORTAL
The browser you are using is too old. This software runs with a huge lists of browsers, please upgrade to one of these. TEMPLATES — OTRS ADMINISTRATION MANUAL 8.0 DOCUMENTATION To add attachments to a template, it needs to create the attachment first in the Attachments screen. Click on the Add Template button in the left sidebar. Fill in the required fields. Click on the Save button. Click on a template in the list of templates. Modify the fields. Click on the Save or Save and finish button. ACCESS CONTROL LISTS (ACL) To delete an ACL: Click on an ACL in the list of ACLs. Set the Validity option to invalid or invalid-temporarily. Click on the Save button. A new Delete Invalid ACL button will appear in the left sidebar. Click on the Delete Invalid ACL button. Click on the Delete button in the confirmation screen. Deploy all ACLs. DASHBOARD — OTRS USER MANUAL 7.0 DOCUMENTATION The dashboard displays so called widgets. A widget is a box, that consists of a header, a filter and a data table. Each widget can be moved with drag and drop, and can have own settings. Each ticket widget has own filter for displaying: My locked tickets: tickets which are locked by the current agent.CORE → SESSION
Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests. This setting can not be deactivated. Default value: --- '1'.EMAIL ADDRESSES
Sending Mails via Local MTA¶. Using a local mail transfer agent (MTA) to send mails directly or relay mails to a smart host is the recommended option. It provides local mail queuing in the case of network connectivity issues and provides you with the capability to authenticate against multiple outgoing mail accounts or accounts using other than basic authentication methods. USERS, GROUPS & ROLES Users, Groups & Roles ¶. Users, Groups & Roles. Simple and complex organizations need a flexible way to control access to their service desk. Access, resources, and permissions must be orchestrated so that, the users and customers have access to the resources CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTIONLOGINSOLUTIONSSERVICESHOW TO BUYOTRSMAGOTRS Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs. CUSTOMER SURVEY TOOL Customer Survey Tool. After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time. Here you will find all OTRS Features at a glance.LOGIN - OTRS PORTAL
The browser you are using is too old. This software runs with a huge lists of browsers, please upgrade to one of these. TEMPLATES — OTRS ADMINISTRATION MANUAL 8.0 DOCUMENTATION To add attachments to a template, it needs to create the attachment first in the Attachments screen. Click on the Add Template button in the left sidebar. Fill in the required fields. Click on the Save button. Click on a template in the list of templates. Modify the fields. Click on the Save or Save and finish button. ACCESS CONTROL LISTS (ACL) To delete an ACL: Click on an ACL in the list of ACLs. Set the Validity option to invalid or invalid-temporarily. Click on the Save button. A new Delete Invalid ACL button will appear in the left sidebar. Click on the Delete Invalid ACL button. Click on the Delete button in the confirmation screen. Deploy all ACLs. DASHBOARD — OTRS USER MANUAL 7.0 DOCUMENTATION The dashboard displays so called widgets. A widget is a box, that consists of a header, a filter and a data table. Each widget can be moved with drag and drop, and can have own settings. Each ticket widget has own filter for displaying: My locked tickets: tickets which are locked by the current agent.CORE → SESSION
Turns on the remote ip address check. It should not be enabled if the application is used, for example, via a proxy farm or a dialup connection, because the remote ip address is mostly different for the requests. This setting can not be deactivated. Default value: --- '1'.EMAIL ADDRESSES
Sending Mails via Local MTA¶. Using a local mail transfer agent (MTA) to send mails directly or relay mails to a smart host is the recommended option. It provides local mail queuing in the case of network connectivity issues and provides you with the capability to authenticate against multiple outgoing mail accounts or accounts using other than basic authentication methods. USERS, GROUPS & ROLES Users, Groups & Roles ¶. Users, Groups & Roles. Simple and complex organizations need a flexible way to control access to their service desk. Access, resources, and permissions must be orchestrated so that, the users and customers have access to the resources CORE → AUTH → CUSTOMER Customer::AuthModule::LDAP::UserSuffix. If "LDAP" was selected for Customer::AuthModule and if you want to add a suffix to every customer login name, specifiy it here, e. g. you just want to write the username user but in your LDAP directory exists user@domain. This OFFICIAL SITE OF OTRS, A LEADING SERVICE MANAGEMENT SOLUTION Get all the latest news about STORM powered by OTRS.. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs. CUSTOMER SURVEY TOOL Customer Survey Tool. After completing a ticket, a custom-branded survey can be automatically sent to the customer user. Images can be inserted as a response option (e.g. 3 smileys). The module also offers an evaluation of the surveys at the same time. Here you will find all OTRS Features at a glance. ACCESS CONTROL LISTS (ACL) To delete an ACL: Click on an ACL in the list of ACLs. Set the Validity option to invalid or invalid-temporarily. Click on the Save button. A new Delete Invalid ACL button will appear in the left sidebar. Click on the Delete Invalid ACL button. Click on the Delete button in the confirmation screen. Deploy all ACLs.GENERAL CATALOG
General Catalog. Use this screen to add catalog classes and items to the system. If only this package is installed to the system without any OTRS::ITSM packages, then the general catalog contains no entries. Install other OTRS::ITSM packages (e.g. ITSM Core) to add some classes and items to the catalog. The general catalog management screen is BACKING UP THE SYSTEM Execute the command specified in the script below to create a backup: Script: Creating a backup. All data was stored in the directory /backup/2010-09-07_14-28/ (see Script below). Additionally, the data was saved into a .tar.gz file. Script: Checking the backup files.PROCESS MANAGEMENT
Process (as a container) To create a new process is necessary to click on the "Process Management" link in the System Administration box in the Admin panel, this will lead to the Process Management Overview screen. After the creation of the process we can create all other entities (or process parts). SERVICE LEVEL AGREEMENTS Service Level Agreements. Your organization must meet the time demands of your customers. Timely service matters. Response to questions, updates on issues, and solutions must be provided in an agreed amount of time. The agent must receive notification of possible breaches, to prevent ticket escalation. OTRS scales well with your needs andIMPORT/EXPORT
This package requires the ITSM Configuration Management feature or any other package that provides back end for objects to be imported and exported. Contents. Administrator Interface. Administration. Import/Export. Manage Import/Export Templates. Import/Export Template Settings. Agent Interface. THE REPORT GENERATOR The report generator allows to combine multiple statistics for sending/downloading. Reports can be configured to be sent automatically on specified times or run manually. STORM MANAGEMENT MODULE STORM Management Module. There is a change in the system configuration that restricts the normal communication between the STORM instance and the OTRS Group. Due to the communication restriction, it is not possible to sent the registration information on a regular basis. In the OTRS framework this is handled by the daemon, but in STORM this is* Products
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A Modern STORM Is Brewing. Respond quickly and reliably in the event of an incident. 17 NewFeatures
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GET ALL THE LATEST NEWS ABOUT STORM POWERED BY OTRS. Join us at FIRST CONFERENCE 2021 and talk to our experts. FIRST is an international confederation of trusted computer incident response teams who cooperatively handle computer security incidents and promote incident prevention programs. Registration for the conference is freeof charge.
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NEW CIRCUMSTANCES REQUIRE NEW SOLUTIONS. OTRS OFFERS THESE. A lot has changed, in our private lives as well as in our professional everyday lives. Remote work and home office are suddenly on everyone’s lips, and our daily life is characterized by rules and regulations. In order for processes and communication with colleagues and customers to run smoothly, it requires a work structuring and communication solution like OTRS. With OTRS, service quality is maintained; resource planning can be realized despite decentralized teams; and employeesare motivated.
Furthermore, OTRS can be used as an enterprise service management solution, benefiting any department of your business. It’s a breath of fresh air because of its speed, real-time information, maximum flexibility and optimal security. It’s the best investment in the future of your company and for having freedom despite restrictions. Create solutions now! REMAIN SUCCESSFUL IN SPITE OF CHANGE. Get support in meeting all new challenges with the right systems and processes. Corporate success and growth are based on efficient communication, clear structures and optimized processes – especially now, when more and more people are working from home and the number of decentralized teams is increasing. OTRS service management software helps companies process the requests of internal and external customers in an optimal and efficient way. TICKETING & WORKFLOWS It includes service management tools, allows for the automation of tickets and processes, and offers a wide range of different functionalities that can be integrated as required. And this is possible in every area of the company. TEMPLATES, ASSIGNMENT & OVERSIGHT With templates, assignments and complete request histories, OTRS avoids errors. Tasks can be completed quickly. Fast access to information and reporting ensures efficiency, timely reactions and adaptable responses. In this way, it is possible to measurably increase the quality of service management.CUSTOMIZATION
OTRS already provides integrated process templates for standardized and frequently recurring workflows; but individual processes can also be easily created with OTRS process management. Invest in the future of your company, especially in uncertain times, so that your employees continue to enjoy their work. KEEP YOUR BUSINESS RUNNING WITH THE HELP OF OTRS Contact an OTRS Expert FUNCTIONALITIES THAT ENSURE PRODUCTIVE WORK FROM HOMEINDIVIDUALIZATION
* Layout adjustment possible at agent level. * Selection of light or dark themes. * Selectable contrast and color options.* Use of avatars.
* Personalization of the workspace.PERSONAL ORGANIZER
* Personal organizer for each agent. * Generate, save and manage lists or search results individually. * Real-time information about search results collected in anorganizer item.
* Preview business object contents.BUSINESS OBJECTS
* Live view of who is working in the ticket. * Real-time updates without reloading.* History widgets.
* Easy linking of business objects. * Inline editing: Update without opening the ticket. * Watch tickets and projects, always have everything in view. Be informed about everything.ACCOUNT SECURITY
* Two-factor authentication, configurable by your admins, asdefault.
* _Privacy by design_ principles used. * End-to-end encryption. * Password policies offer more security when employees are not working on their company PCs. * Managed environment operates in accordance with GDPR guidelines.SCHEDULED REPORTS
* Reports on the current customer situation or performance at anytime.
* Enable fast reactions in times of crisis. * Easy to use without configuration. * Choice between basic and custom scheduling. * Templates available. MULTICHANNEL COMMUNICATION * Contact via social media channels.* Live chat.
* Email, telephone or SMS. * No groupware needed. * Mobile OTRS app: Any time, any place up-to-date. * Customer service center: Provide customers with information and enable self service.TIME MANAGEMENT
* Keep track of time and SLAs. * Ensure consistent service and avoid uncontrolled escalation oftickets.
* Let your colleagues know when you are available and when you arenot.
* Accounting of how much time was spent on what. * Easily coordinate and distribute team tasks despite distance. * On-site appointments or office visits fully in view withcalendars.
KNOWLEDGE MANAGEMENT * Provide and retrieve public information from anywhere. * Share and access knowledge with the knowledge base. * The OTRS service team is there for you, delivering the same level of quality, even remotely. * An up-to-date knowledge base. Never before so important than it istoday.
AUTOMATION & PROCESSES * Using processes to better structure new daily work routines and establish new workflows. * Digitalize workflows. * Model “automation” for your colleagues in the home office. All Features at a Glance WHAT IS SPECIAL ABOUT OTRS? OTRS is service management software directly from the manufacturer. With OTRS, you are always well advised, no matter how big your company is or in which industry you work. Our software is so flexible that it will suit you as if it had been programmed specifically for your requirements. Our solution offers you not only a stable and fast working tool, but also years of expert experience. You are always up-to-date on updates and security patches – withoutany complications.
OTRS is a solution as a service, with many individually configurable functionalities that are supplemented by consulting services andtraining.
OTRS is developed according to the highest quality standards as well as by using _Privacy and Security by Design_ principles.__
OTRS IS
FAST
* Real-time information. * No reloading of pages. * Update your data right within a list. * Details of messages or service requests are updated instantly. * Save and send replies or notes directly. * For more details, simply hover over the customer, agent or otherinformation.
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OTRS IS MODERN
* Contemporary operating elements and optimized user guidance. * Create your own application and lists – simply. * Choose from a repertoire of modern icons. * Search, filter and save lists in real time as templates. * Individual design due to new column layout. * Mobile use with your own app – for Android, iOS and iPadOS.__
OTRS IS SECURE
* Developed according to _Privacy by Design_ principles. * Admin configurable two-factor authentication by default. * End-to-end encryption standard in the managed environment. * Managed environment operates in accordance with GDPR requirements. * All the advantages of cloud services without the risks. * Expertise of OTRS security experts.See newest release
DISCOVER HOW OUR CUSTOMERS WORK WITH OTRS Would you rather hear what our customers have to say? Here are concrete practical examples of how they use OTRS. Learn what you can achieve with OTRS, and get first-hand information about why our usersare so satisfied.
OTRS enables great customer experiences. Together, we have formed an extraordinary partnership.Read more
Professional Flight Management, Inc. Delivers High-End Service atJet-Like Speed.
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IT resources benefit from automated workflows. OTRS has made the work more efficient and less error-prone.Read more
WANT TO TRY OTRS EASILY, QUICKLY, AND FOR FREE? LET US KNOW, AND WE’LL SET UP A TRIAL INSTANCE FOR YOU.Start now.
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