August 2017


Connect OTRS with ServiceNow

This month, you will find a fresh “how-to article” about a new ServiceNow Connector in the OTRS Blog. With the help of the OTRS Business Solution™ and the ServiceNow API, we’ve connected our Service Management Solution to the ITSM Tool ServiceNow, which allows you to easily exchange tickets and attachments.

Read more about the ServiceNow Connector in our blog


Bored of Copy & Paste? Automate CMDB Entries!

Copy & paste is not just a time killer, but also a common source of errors, i.e. when copying old data from the cache into the wrong field. Additionally, this dull, repetitive work might kill your team members’ motivation. The solution lies in automation. In our blog article about the OTRS CMDB connector, we’ve chosen an order process as an example to walk you through the necessary settings to automatically write configuration items into the CMDB at the end of the process. This particular function saves you manual entries and is just one of many examples showing how to use this helpful connector.

Contact us for more information

Read: How to configure the OTRS CMDB Connector


Update Now: New Patches available

The new patches OTRS 5s Patch Level 22 and OTRS::ITSM Module 5s Patch Level 22 are available for download. In addition to some new features, these versions benefit from multiple bug fixes and new translations.

Read more about the new releases here

Download the latest version of OTRS now

OTRS 6 Beta Phase Starts in September

The OTRS 6 beta phase is going to start in September. OTRS 6 brings some refinements, which will simplify and modernize the work with OTRS in many areas. One example for the enhancements that come with the new version is the drag & drop multi file upload function for agents and customers. The major improvements of the new OTRS 6 will be „under the hood” impacting the framework. OTRS administrators will benefit from an improved system configuration mechanism with a brand new graphic user interface. More information will be made available to you upon the start of the beta phase.

OTRS on the Road

Visit OTRS at the it-sa in Nuremberg

OTRS at it sa

The IT Security trade show it-sa will open its doors from October 10–12, 2017 in Nuremberg, Germany. Visit the STORM powered by OTRS booth (booth number 10.1-515) and learn from our experts about the benefits of our cyber security solution.

OTRS at the IT Service Management Conference and Exhibition SDI17MX in Mexico

We will be a Gold Sponsor at Mexico’s largest IT Service Management conference on September 28, 2017, in Mexico City. In line with the fast-changing ITSM standards, we are delighted to present you with the OTRS Business Solution™ and happy to use our know-how as its main service provider to help you simplify your internal and external business processes, connect better with your customers and successfully drive change in your company. Visit us at our booth and benefit from an inspiring dialog with our experts!

Read more about SDI17MX here

News from the OTRS Academy

OTRS Administrator Training Courses in Autumn 2017

With the OTRS Administrator Trainings, you are on the safe side when it comes to OTRS expert knowledge. These four-day sessions will give administrators in-depth knowledge of the skills needed in order to properly install, configure, customize, and maintain an enterprise-class OTRS Business Solution™.

What’s more, OTRS offers you the possibility of having your OTRS knowledge certified by taking part in the OTRS Certification Program and successfully passing the corresponding exam. Become a certified OTRS Administrator with our Certification Program and boost your references and reputation!

The next training possibilities are waiting for you here:

OTRS Administrator Training (Chinese)
Date: September 07–09, 2017
Location: Beijing, China

OTRS Administrator Training (Spanish)
Date: September 11–14, 2017
Location: Mexico City, Mexico

OTRS Administrator Training (German)
Date: September 18–21, 2017
Location: Hamburg, Germany

OTRS Administrator Training (Italian)
Date: September 18–21, 2017
Location: Bolzano, Italy

OTRS Administrator Training (English)
Date: September 26–29, 2017
Location: Houston, USA

OTRS Administrator Training (German)
Date: October 09–12, 2017
Location: Straubing, Germany

OTRS Administrator Training (Chinese)
Date: October 19– 21, 2017
Location: Shenzhen, China