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OTRS Network Management Software offers easy integration of external databases
CEO of OTRS Group André Mindermann says: "Open Source software offers so much cost-effective alternatives when it comes to integration of two or more systems. Due to the open code structure there are almost no limits and our numerous OTRS Feature Add-Ons are proof of offering easy integration to external databases as well as to SAP, Salesforce or inventory software like Baramundi."
Information from the new feature can also be stored on the customer request (ticket) and can be processed manually or even automatically. This helps for example ICT service desks that store information about different devices such as serial data number of a laptop or operating system of a mobile device in several data bases to troubleshoot service requests quicker by investigating and recording these informations directly in a network management software like OTRS.
The OTRS 'Dynamic Field Feature', that was introduced with version 3.1, is the most versatile feature of the Network Management software. In OTRS it can be used for super easy customizations of (for example) ticket masks with custom fields or to create even more complex forms consisting of text, multiselect, check box or dropdown fields. There is no need for expensive customizing as these changes can be made by the OTRS administrator himself and they can be altered for every ticket type. The new OTRS Feature Add-On "Dynamic Field Database" also features an auto-complete or detailed search. It is also possible to see not only filtered data but also the complete entry of the database and to make comparisons. This enables service desk managers to find a broken component of the network structure or a certain device that needs troubleshooting even quicker as well as to do more extensive research on a problem.
Mindermann concludes: "Our prestigious clients such as Mobile Mini, Lufthansa and IBM encourage us to develop such important features and make it possible for us to help increasing the efficiency of all our clients service desks in return. Therefore such features are in the first time exclusively available to our Service Contract customers."
OTRS Group is offering Managed OTRS based on a free Helpdesk and IT Service Management download, as well as professional editions of the software with added services and features. The two offered products also include an associated iPhone App and OTRS::ITSM is ITIL® V3 compliant. OTRS is available in 33 languages and over 150,000 organizations worldwide such as Virgin, KFC, Nasa and IBM use OTRS to consolidate their service operations into a single unified solution, saving on costs and resources.
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