March 2018


New OTRS Business Solution™ Features Explained in Detail

How to Connect OTRS to Icinga2 – Part 1

If you have set up a Release and Deployment Management Process in your OTRS system and want to automatically create a new host in your Icinga2 monitoring system, this could be an interesting topic for you.

Learn how to create a web service between OTRS and Icinga2 on our blog. We call this integration: “Icinga2Connector”.

Detailed information on the topic can be found here


Versioned System Configuration Settings

The OTRS Business Solution6 has released a system configuration improvement for our customers.
This optimization includes a new system configuration version management system that will be introduced, allowing you to restore earlier versions.

In addition, you will receive more detailed information about a specific version by clicking on “Show details”.

A description can be found here



As of March 13th, new patches for OTRS 4 Patch Level 29, OTRS 5 Patch Level 27 and OTRS 6 Patch Level 6 are available for download.
As usual, the new patches for the ITSM modules complement the current framework versions.
New patches are also available for the public modules OTRS FAQ 4, 5 and 6, OTRS Survey 4 and 5, OTRS Time Accounting 4 and 5, OTRS System Monitoring 4, 5 and 6, OTRS Master Slave 4, 5 and 6 and OTRS iPhone Handle 4.

New translations and bug fixes optimize the software in many areas.

Further information on the individual patches can be found on the overview page

You can download the current patch level releases here

OTRS on the Road

Review: OTRS at Pink18 in Orlando

The focus on Integrated Service Management, Agile & DevOps and Lean IT was a recurring theme throughout Pink18. The topics discussed included efficiency, cost reduction and self-service, as well as the cross-divisional application possibilities of software. Due to its high flexibility, OTRS is already being used successfully in many relevant areas such as sales, HR, marketing and finance.
For their part, our employees were pleased with the large number of visitors at the OTRS booth and had many interesting discussions. Of particular interest were classic ITSM and security topics, above all IT security processes and the handling of vulnerabilities. All of this once again confirms the importance of having a flexible software, which for many experienced users was a key advantage of OTRS compared to other software solutions. In addition, many also praised the transparency of the OTRS contract models.

One of the highlights of the event was the presentation by our COO Christopher Kuhn entitled “IT Security in the age of IoT”, with over 130 participants. In his talk, Mr. Kuhn spoke about the dangers of the Internet of Things and the resulting attack vectors. This forum also emphasized the user demand for more information from manufacturers.
We will remember Pink18 as an extraordinarily successful and sustainable event, and OTRS already registered on-site for the next conference in 2019. We’re looking forward to another “Viva Las Vegas!”.

More about Pink19

OTRS in Action

The Business and IT Dream Team – Successful Together

In the last newsletter we presented some important features for using OTRS in the customer service area.
Today we’ll take a closer look at the benefits for ITSM.
Intelligent service management is always good for your business processes – but the individual requirements of each case must also be taken into account.
IT structures and processes have grown hand in hand with the development of companies in general. However, the almost limitless flexibility of OTRS makes it easy to adapt to different IT and service structures and provides personalized support in every case.

Our experts configure OTRS specifically for each scenario. Thus, processes are always meaningfully linked and then continuously improved.

When used in ITSM, OTRS customers benefit, for example, from the following advantages:

  • Fast solutions through automated processes
  • Easy integration of third-party applications
  • More transparency even with complex infrastructure
  • A customer portal with defined input masks
  • Audit-proof system through documentation and reporting
  • Greater service desk efficiency through a comprehensive information system
  • Helpful reporting

Read more

News from the OTRS Academy

Training opportunities April and May:

OTRS Administrator Training (Mandarin)
Date: April 19 – 21, 2018
Location: Beijing, China

OTRS Administrator Training (English)
Date: April 23 – 26, 2018
Location: Straubing, Germany

OTRS Administrator Training (German)
Date: May 14 – 17, 2018
Location: Straubing, Germany

OTRS Administrator Training (Mandarin)
Date: Mai 17 – 19, 2018
Location: Shenzhen, China

OTRS Administrator Training (Mandarin)
Date: Mai 24 – 26, 2018
Location: Xi‘an, China