OTRS Group released a new version of its OTRS Service Management Suite, OTRS 6, which is currently available in 38 languages and three different editions: the Cloud Edition OTRS Business Solution Managed, the On-Premise Edition OTRS Business Solution and the Open Source Edition OTRS Free.
All three editions bring a variety of updated usability features in version 6, making it easier for users of OTRS services in over 170,000 companies worldwide to facilitate their daily work. Additionally, OTRS Business Solution™ 6 includes comprehensive support for systematic service management in businesses: it offers pre-defined service processes according to ITIL V3 (IT Infrastructure Library), the world’s most established set of best practices in IT service management.
In the OTRS Business Solution 6 all service processes of the ITIL categories, such as Service Design, Service Operation and Service Transition with process framework and description are predefined. Companies need only customize the details of their service processes.
“This makes the OTRS Business Solution 6 a top-class solution for systematic service management with the best price-performance ratio, because such comprehensive ITIL support is usually only available on the market with much higher-priced solutions,” explains Christopher Kuhn, COO of OTRS AG. “And what started with ITIL in the 1980s as the definition of top class service management in the IT environment is today standard for service management in many other industries. With our new version 6, we are creating a great foundation for systematic service management in organizations, whether it’s performing services for internal or external customers.”
Since the launch of version 6, users of all OTRS editions can benefit from a variety of improved usability features. This includes, for example, more flexibility in composing user-specific settings such as the sorting of ticket lists. The presentation of the ticket history has been revised and made clearer. In addition, OTRS 6 provides a high-contrast skin for barrier-free access. Email handling has been improved by displaying error messages from the mail server in OTRS. In addition, files can now be uploaded via drag and drop, and tickets can be saved as a draft.
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