OTRS Help Desk 3.1 and OTRS ITSM 3.1 with new Generic Interface

OTRS is the world’s leading provider of open source Help Desk and ITSM solutions.

The newest version of OTRS includes major enhancements that improve interconnectivity of the product with other data systems, and that improve the Agent and Administrator experience while using and configuring OTRS.

  • Generic Interface, a flexible framework that allows the connection and integration of OTRS with third party applications via web services.
  • Dynamic Fields, a feature that enables users to create custom forms in OTRS and replaces the inflexible structure of FreeText and FreeTime fields.

OTRS Help Desk 3.1 is now also available as OnDemand version featuring quick and easy setup, cloud-based delivery, and the possibility to export data anytime via Pack&Go.



–        Extending the number of supported languages to 34, with improved translations of OTRS in Finnish, Serbian, Polish and Japanese.

–        Further innovations in OTRS Help Desk 3.1 to enable users to paste pictures from the clipboard into the rich text editor.

–        Agent enhancements, so the author of a ticket or article is displayed now. Rendering performance for pages with large amount of data is dramatically improved.

–        For OTRS ITSM 3.1 it is now possible to use a mirror database in Change Management for searching changes and work orders, and a newly implemented cache speeds up the condition action backends. Note that OTRS ITSM 3.1 requires the installation of OTRS Help Desk 3.1.

Much more detailed information and links to download can be found on the OTRS website: www.otrs.com/en/products/otrs-help-desk/whats-new/