OTRS Group is launching a new version of its service management suite

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OTRS 5s supports service management with integrated scheduling and deployment planning, encryption, and video communication at the click of a mouse

Christopher Kuhn

Christopher Kuhn

OTRS 5s sees us consciously relying on innovation. We want to set new trends, so we have significantly expanded the scope of services, both for OTRS Free and for OTRS Business Solution and OTRS Business Solution Managed.

OTRS Group, the vendor and world’s leading provider of the open source service management suite “OTRS”, is launching the new version of its software today: OTRS 5s. OTRS 5s uses state-of-the-art technologies and comes with numerous new functions that significantly expand the scope of the product. These include: integrated scheduling and deployment scheduling, ticket and e-mail encryption, and web-based video communication at the click of a mouse. With these new features, the product has ceased to merely provide support for traditional help desks, but is continuously evolving into a powerful business application for all types of efficient service management.

"OTRS 5s sees us consciously relying on innovation", says Christopher Kuhn, COO of OTRS Group. "We want to set new trends, so we have significantly expanded the scope of services, both for OTRS Free and for OTRS Business Solution and OTRS Business Solution Managed. And we will continue on this path with the next versions." The new features of OTRS 5s are: StayOrganized, SecurityToolbox, EasyConnect and Ready2Adopt.

StayOrganized: Integrated deadline and deployment management
Stay Organized integrates established calendar features into OTRS 5s and enables appointments for employees, teams or departments to be scheduled directly in OTRS. Dates and tickets can be linked simply or functionally. Furthermore, the calendar function provides a cross-departmental overview of scheduling and employee resources. This allows simple central planning and an efficient use of employees.

Security Toolbox: All communication, safely encrypted
The SecurityToolbox in OTRS 5s makes it possible to secure your complete service management communication: This allows ticket notifications to be signed and encrypted. Outgoing emails to one or more recipients are encrypted – incoming emails are automatically decrypted. OTRS 5s uses public PGP and S/MIME certificates, which can either be maintained in OTRS or accessed from the LDAP (Lightweight Directory Access Protocol). In addition, SecurityToolbox provides an information floater that displays link information such as WHOIS information or CVE numbers, conveniently and risk-free, in a preview window via mouse-over.

EasyConnect: Video communication with a mouse click
OTRS 5s enables easy-to-use video communication with EasyConnect. EasyConnect is based on WebRTC, allowing the user to directly control the audio-visual communication in the browser, without downloading a software client or registering on a video platform. EasyConnect enables easy, direct and personal customer communication in the service process.

Ready2Adopt: Uniform processes thanks to standardized process templates
With Ready2Adopt, OTRS 5s ensures uniform workflows by making it possible to import and use process templates: Whether holiday requests, room bookings, material requirements or travel cost reimbursements – all processes are stored and can be accessed and used uniformly. Ready2Adopt also enables the exchanging of data through interfaces with other systems, such as JIRA, Bugzilla, and between two OTRS systems.

Products and availability:
The version OTRS 5s is available as of November 01, 2016 for these products:
OTRS Free 5s comes with the new calendar function StayOrganized and SecurityToolbox. It can be downloaded here:
https://www.otrs.com/download-open-source-help-desk-software-otrs-free/

OTRS Business Solution 5s includes the features StayOrganized, SecurityToolbox, EasyConnect and Ready2Adopt. Further information and prices:
https://www.otrs.com/otrs-business-solution-on-premise/

OTRS Business Solution 5s Managed includes the features StayOrganized, Security Toolbox, EasyConnect and Ready2Adopt. Further information and prices:
https://www.otrs.com/otrs-business-solution-managed/

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