My purpose of this thread is not to tarnish or cause any malicious act but rather, to share my true experience with OTRS support.
Recently, my organization had engage OTRS to assist with the implementation of the ITSM and CMDB module. One of the key reason for choosing OTRS as the ticketing platform was it's capability of web services integration. Initially, OTRS had agreed to assist with the development of new Web Services API for our environment but during the development stage, we wasn't been able to get a positive or prompt reply from OTRS support. I even tried to contact OTRS support in Europe but wasn't able to see much help as it seem that they do not have control over other OTRS branches in APAC. This is very disappointing.
For organization who plan to implement OTRS in their environment, you may want to reconsider and review the kind of support that you will be getting.
Poor support from OTRS
Moderator: crythias