Ticketing System
IT Service Management with Znuny LTS
Znuny LTS is the successor to the widely used ((OTRS)) Community Edition, which has not been supported by the producer since the beginning of 2021. More information is available here. Use cases for this ITIL-compliant IT service management platform are:
- Establishing support structures
- Illustrating customer and service information
- Upgrading and expanding existing problem and change management
- Identifying and optimising internal processes and defined workflows
- Reporting for customers
- Substantiating service level agreements (SLAs) for customers
- Ensuring companies work in a more service-oriented manner
End-of-Life:
OTRS Version 6 is no longer supported by the manufacturer
On 23 December 2020, OTRS AG announced that support for Version 6 of both OTRS and ((OTRS)) Community Edition would be discontinued on 01 January 2021. This came as a surprise to many of us.
Because of this decision on the part of OTRS, we have decided to become a member of the OTTER Alliance, an association of leading services providers for the ((OTRS)) Community Edition in Germany, so that OTRS 6 users won’t be left in the lurch. All members of the OTTER Alliance recognise Znuny LTS as the designated successor to ((OTRS)) Community Edition and will therefore offer their support and services on a permanent basis.
This mean we can offer all ((OTRS)) Community Edition 6 users the following:
- 24 months of additional support, updates and security fixes
- Guaranteed compatibility with Version 6
- A change over to Znuny LTS via a simple update
If you are one of those affected by this change and have questions about how things will continue in future, please get in touch.
„At Felss, we have been producing the highest quality manufacturing systems for over 100 years. it-novum quickly implemented an OTRS-based IT service management tool that supports our employees in Europe, Asia and North America in their day-to-day business. This means we're also covered when any ITIL issues arise.“
Carsten Ackermann, IT Director, Felss Gruppe
Reap the benefits of working with it-novum
and Znuny LTS
As a Znuny LTS specialist with fifteen years of ITIL experience, it-novum comprehensively advises, implements and parameterises it-novum Znuny LTS and provides appropriate support contracts to ensure its trouble-free operation.
Migrating from OTRS to Znuny LTS
Upgrading to Znuny LTS
Integrating Znuny LTS
into i-doit, openITCOCKPIT
or SAP
Developing Znuny LTS modules and interfaces
Conceptual design, configuration and training for Znuny LTS
Review and optimisation of Znuny LTS
Full range of services
"Getting Started": Installation package for Znuny LTS
Information about this service offer can be found here:
"Getting Started": Installation package for Znuny LTS
“Helping hands”: Support for ((OTRS)) Community Edition and Znuny LTS
Information about this service offer can be found here:
“Helping hands”: Support for ((OTRS)) Community Edition and Znuny LTS
"All-inclusive": Maintenance/Support for Znuny LTS and Operating System
Information about this service offer can be found here:
"All-inclusive": Maintenance/Support for Znuny LTS and Operating System
Trainings
Our Znuny LTS trainings:
Znuny LTS Basis Training
Znuny LTS Professional Training
The Connector: Service management and IT documentation combined
Using the it-novum Connector it is possible to seamlessly connect Znuny LTS and i-doit so that these appear to operate as one system to the user. And by combining these two solutions using the i-doit / Znuny LTS Connector, many internal processes can be simplified. For example, configuration items (assets / inventories) in i-doit can be synchronised across to Znuny LTS.
Stephan Kraus
Director IT Service Management
We help with the introduction of the ticket system
Product features and benefits
Creating Tickets
Ticket creation via customer portal, email, phone or fax
Security and Permissions
Role and permission management, owner and responsibility allocation, 2-factor authentication, data transmission via SSL, encryption with S/MIME and PGP
Automation and Processes
Automatic notifications, custom ticket fields, master/slave function, ((OTRS)) Community Edition process management
Look & Feel
Usage via smartphones and tablets, customisable themes, different ticket views, dashboard with filter options, multi-select input fields, copy and paste images
Integration
Generic interface via SOAP + REST, system monitoring e.g. Nagios, connectors for SAP, BMC, CTI, XSLT mapping
Ticket Management
Ticket prioritisation, allocation, assignment and tracking, service catalogue, ticket sharing and collection campaign jobs, templates and boilerplate texts, signatures, configurable notifications, notes, attachments
Time Management
Calendar and business hours, time tracking, resolution and reminder times, SLAs, escalations
Knowledge Management and Self-Service
FAQ/knowledge base, ((OTRS)) Community Edition customer portal, surveys, customer information centre
Reporting
Generate statistics with previews, CSV/PDF exports, dashboard notifications
No Installation of Local Clients
The system is completely managed via your web browser and email. Thanks to our responsive design, you can even use it via a smartphone and tablet.
How does ((OTRS)) Community Edition fit into my business?
((OTRS)) Community Edition for Banks / Compliance Management
When problems arise, customers can report their issues or complaints about processes or products using a web form, by telephone or via letter or fax. All these channels are then merged into a single platform where customer communications are automatically displayed in chronological order in the form of support tickets Thus, in its broadest sense, the ticket acts as a customer record that can be expanded to include time-related functions such as configurable response and resolution times and an automated transfer function so that when individuals are not available, other members of staff can take on issues ensuring statutory deadlines are still met.
((OTRS)) Community Edition and Security Incident Handling
The requirements for documenting and processing security-related incidents have particularly risen since the IT Security Act of July 25, 2015 came into effect. Using ((OTRS)) Community Edition process management, standardised processes for documentation, assessment and approval can easily be realised, ensuring you comply with this important legislation.
((OTRS)) Community Edition as an IT Service Management Platform
Many companies start out using ((OTRS)) Community Edition as a helpdesk, but then gradually incorporate other IT processes into the system. The ((OTRS)) Community Edition process management system enables users to create forms that trigger predefined workflows. These can include, for example, approval processes, orders or even leave requests. In doing this, ((OTRS)) Community Edition offers companies a powerful framework for the structured processing and secure documentation of IT operations.
Customer Service / Call Centre / CRM
((OTRS)) Community Edition is an ideal tool for customer communications. 35 supported languages, an easy-to-use interface, connections for up to 10 external databases and a pre-existing customer portal with FAQs and predefined, standard boilerplate texts support agents in providing efficient communications. KPI statistics and customer satisfaction surveys can also be created.
Integrating External Companies
((OTRS)) Community Edition also makes it possible to communicate with external service providers directly from a ticket or to place an order directly from SAP. Answers are automatically written into the relevant tickets as articles and the ticket status is also automatically updated. We can also tailor our connection to SAP (order tickets via web services, time tracking) or i-doit (CMDB) to suit the needs of your particular environment.
"Tickets, please"
Comparison of four helpdesk and ticketing systems
- Zammand
- Request Tracker
- KIX
- ((OTRS)) Community Edition