Considering OTRS Help Desk

[midntsol]

We are re-evaluating our ticketing system and considering OTRS. We are currently using Track-IT 10, but are struggling with a few of its limitations. Below are a list of some of the issues we are dealing with and wondering how OTRS handles these.

• integration with our ACD system inContact. Does it have the capability to integrate with other systems.

• Auto email alerts/reminders (i.e. severity – 1 should email all IT management). Can it be setup to email different groups, depending on the type of severity?

• Integration to an external knowledge base (Track-IT has own knowledge base and users would need to be given access to the client. Complaints, that it is old design).

• integrated service catalog

• Limited AD integration – Does OTRS have the ability to integrate with AD at all

• Limited customizable entry fields. Are you limited in the amount of linked entry fields or fields in general, you can have.

• Customizable client surveys. Does OTRS, have a customer feedback auto email, that can be sent when a ticket has been closed and can it notify a group when its a bad survey?

• User Indicator (Red – savvy user, yellow – somewhat savvy user, green – very savvy) Want to be able to build a database about the types of users, so when Agents receive a support contact and they select the name of the requester, it will pop up with what type of user they are.

• Customizable fields, more robust input form (limited amount of fields, limit us in tracking and reporting). Is OTRS entry for customizable?

• Reporting – How robust is the reporting

Thank you,

Josh

[salientanimal]

I can only answer a few of your questions:

There is a auto e-mail reminder, a basic escalation path. I have not yet explored in-depth exactly to what extent this can be customized.
There is also a Survey option, I myself have not yet used the survey function so also not sure to what detail it goes and how customizable it is.
Again I have to say the same about the reporting, OTRS has many predefined reports available, but also allows you to build your own reports with the help of a wizard.

[rudischmitz]

Does OTRS have the ability to integrate with AD at all? YES
Here is an example config.pm file. You can pull in fields from AD that you need.



# customer unique id
CustomerKey => 'sAMAccountName',
# customer #
CustomerID => 'mail',
CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
Map => [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
#[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
#[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};

############END CUSTOMER SECTION#######################