OTRS Features

Incident Management and Problem Management 

• Using ((OTRS)) Community Edition ITSM, your IT support team can resolve incidents on a daily tactical basis or resolve underlying Problems on a long-term strategic basis.
• With a comprehensive Incident management backend, ((OTRS)) Community Edition works well for all common use cases around Incident and Problem Management.

• Customer-centric processes and workflows can be designed inside ((OTRS)) Community Edition with decision points, approvals, and task definitions.
• The process workflow works seamlessly with the Ticketing backend where the progress of each step in a process flow can be tracked till completion.

 Process Management and Workflows

CMDB and Asset Management

• Maintain your entire IT infrastructure assets information such as Hardware and Software using the CMDB CI classes.
• If required, you can create new types of CI Classes and customize them as you need. You can link CMDB items with each other and define dependencies.
• CMDB also maintains a history of changes made to a particular Configuration Item.

• Changes and Service transitions in your IT infrastructure can be handled inside ((OTRS)) Community Edition ITSM.
• You can define a Change Request template, identify stakeholders in the form of a Change Advisory Board (CAB), create work orders with timelines, and track the progress of the Changes till completion.

 Change Management

Enterprise-Class Feature Set

• ((OTRS)) Community Edition is an Enterprise-class software and supports features such as multi-tenancy, access control restrictions, workflows, LDAP integration, and dashboards and reports.
• ((OTRS)) Community Edition can be installed on-premise or can also be hosted in the Cloud.

Knute Weicke

Security Head, IT

Fellowes Inc, USA

Altnix was an instrumental partner in two phases of our Security ISO needs. The first being a comprehensive developed Service/Ticketing system for our global offices. The second being that of an Asset Management tool that ties all assets into our Ticketing systems to close a gap that we had in that category. They are strong partners in working towards a viable solution for our needs

The Altnix team was very easy to work with and resolved our needs in a timely manner.  Working with Altnix, allowed us to focus on our core business while they handled the technical components to help streamline our business tools.  We have found a strategic partner in Altnix

Johnnie Rucker

General Manager

Encore Global Solutions, USA