OTRS ITSM 3.3.10 / 2.1.5

An OTRS extension that transforms the Perl-based help desk toolkit into a fully-customizable IT computer service management solution
OTRS ITSM can also be described as a CMDB, a configuration management database.

ITSM has the same features OTRS has, since its an add-on, but adds support for new ones, revolving around PC configurations, components, hardware, software, etc..

OTRS ITSM can be used whenever OTRS needs to be used as a ticketing system for businesses that revolve around the usage and management of computers, like: software support, PC repair shop, computer resellers, computer hardware support centers and so on.

Main features:

  • Incident management
  • Problem management
  • Asset management
  • PC configuration management
  • Change management
  • Request fulfillment

last updated on:
November 21st, 2014, 12:55 GMT
developed by:
license type:
Other Free / Open Source License
operating system(s):
Windows / Linux / Mac OS / BSD / Solaris
C: \ Customer support \ Help Desk


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4 Screenshots
OTRS ITSM - Computer configurations can be managed inside OTRSOTRS ITSM - Various computer and system configuration settings are managed individuallyOTRS ITSM - Change requests can be made via OTRS ITSMOTRS ITSM - Each change request timeline can be tracked inside OTRS ITSM
What's New in version 3.3.1
  • Ported code to the OTRS 3.3 framework
  • Migrated ITSMCriticality and ITSMImpact values from general catalog to dynamic fields. Renamed ITSM related dynamic fields to nicer names, prefixed with ITSM.
  • The toolbar icons now use an icon font which makes it easier to create custom skins with different base colors.
  • In ITSMChangeManagement the frontends to create changes / workorders have been splitted in 2 screens each.
read full changelog

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