2. OTRS
●
OTRS Help Desk, ITIL V3 compliant IT
Service Management (ITSM) solution OTRS
ITSM and all OTRS extensions are published
under the Affero General Public License
(AGPL) and are free for download without
causing any license fees.
3. Requirements
1. Incident Management
- Categorization of Incidents
- Sub Categorization of Incidents
2. Pre-defined Support Workflow
- Person in charge of incident by
categorization.
- Automatic route the incident to
4. Requirements
5. Incident Closure
- Base on predefine rules, if user
does not feedback after IT given
the
suggested corrective
actions, the incident will
automatically close.
26. Unsolved Requirement
7. Change Request
●
- Every change request must have Impact,
Rollout Plan, Back Out,
●
Checklist input
- Categorization of change request
- Subject to higher level approval
**Need more time to explore the functions.**