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((OTRS)) Community Edition

((OTRS)) Community Edition with it-novum

The extraordinary flexibility afforded by ((OTRS)) Community Edition means it can be implemented to suit even the most complex scenarios. Every company has its own individual structures and processes. A great advantage of ((OTRS)) Community Edition is its very gentle learning curve for users and agents and easy administration in day-to-day business.

Its initial setup, however, requires a solid understanding of its system tools as well as a good understanding of the given business processes. With more than 15 years experience in service management, it-novum can offer you professional support during your implementation, training and operation of your ((OTRS)) Community Edition installation. Our consultants have extensive best practice experience from numerous and variegated ((OTRS)) Community Edition projects.

Reap the benefits of working with it-novum and ((OTRS)) Community Edition

  • Professional support for your ((OTRS)) Community Edition (previously OTRS Free)
  • Migration from OTRS™ to ((OTRS)) Community Edition
  • Upgrade of the various ((OTRS)) Community Edition editions
  • ((OTRS)) Community Edition is covered by the AGPL license: No license fees, full vendor and platform independence
  • ((OTRS)) Community Edition has comprehensive web interfaces (generic interface, ticket connector, CI connector, XSLT mapping, REST and SOAP protocol) that, thanks to our extensive expertise, we can easily communicate and work with
  • We are the experts for integrating ((OTRS)) Community Edition into third-party systems such as i-doit, openITCOCKPIT, SAP and Pentaho.

it-novum offers a complete range of services for your ((OTRS)) Community Edition project

  • Conceptual design, configuration and training by our experienced ((OTRS)) Community Edition consultants
  • Support, review and optimisation for your live system
  • Development of ((OTRS)) Community Edition modules and interfaces
  • Individual reporting, with Pentaho integration if desired

The flexible support and customer service software

((OTRS)) Community Edition is the world's most widely used IT service management solution. More than 200,000 companies and organisations use ((OTRS)) Community Edition as part of their professional operations. And that's not just DAX companies, universities and organisations like Wikipedia: Small to medium-sized businesses also rely on ((OTRS)) Community Edition to meet their service management needs.

In most instances, ((OTRS)) Community Edition is used as a ticketing or IT helpdesk solution. Using free modular extensions and its support for 37 languages, the system can also be expanded into an ITIL-compliant IT service management platform for handling configuration and change management functions as well as incorporating a CMDB.

A central component of ((OTRS)) Community Edition is its service level management function, which makes it possible to classify customer queries. Response, update and resolution times can easily be set and monitored. This makes ((OTRS)) Community Edition a perfect platform for even non-IT service organisations: Be it customer service, vendor support, facilities management or human resources, the ((OTRS)) Community Edition system provides everything you need to deliver customer-oriented communications.

Due to its high level of functionality, seamless integration into existing infrastructures and scalability, ((OTRS)) Community Edition is particularly well suited for medium-sized businesses and corporations: As there is no per user, agent or even ticket charge, the free, full version (AGPL v3 license) often provides a five to six figure saving.

The most important areas where ((OTRS)) Community Edition is used:

  • IT service management
  • Customer service
  • Security management
  • Facilities management
  • Personnel management
  • Call centre

((OTRS)) Community Edition in detail

Integrating third-party systems with ((OTRS)) Community Edition

Although ((OTRS)) Community Edition can do a lot, it can't do everything. That's why it-novum offers its own interface for connecting to third-party systems like i-doit (IT documentation) and openITCOCKPIT (Monitoring). We can even develop bespoke interfaces for external CRM and SAP installations as well as external ticketing systems. As a certified partner for SAP, Pentaho and RedHat, we have a broad range of professional expertise ready to serve you.

Our support offerings cover more than just ((OTRS)) Community Edition: We are your single point of contact and support for ((OTRS)) Community Edition, openITCOCKPIT, i-doit and all their respective interfaces.

As an ((OTRS)) Community Edition specialist with fifteen years of ITIL experience, it-novum comprehensively advises, implements and parameterises the ((OTRS)) Community Edition suite and provides appropriate support contracts to ensure its trouble-free operation. In addition to the proven ((OTRS)) Community Edition standard features, you will also receive ((OTRS)) Community Edition add-ons and connectors to adjacent applications

The i-doit/((OTRS)) Community Edition Connector

Need to connect ((OTRS)) Community Edition to a system using i-doit? No problem, thanks to our CMDB connector. By combining i-doit and ((OTRS)) Community Edition, many internal processes can be simplified. For example, configuration items (assets/inventories) can be easily transferred to ((OTRS)) Community Edition. Using bidirectional links, agents have a clear view of any affected devices or locations, so that they can react to outages more quickly.