[IT-SecNots] OTRS Insights - March 2012: OTRS 3.1.3 Released; New module OTRS MasterSlave 1.1; SAP runs with OTRS

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OTRS Insights: March 28, 2012
Table of Contents: OTRS 3.1.3 Released New module „OTRS MasterSlave 1.1“ available for OTRS 3.1 SAP runs with OTRS - The OTRS Solution Manager connector Customer Spotlight: New Case Studies New Partners in Brazil and Portugal New demo system for OTRS Feature Add-Ons OTRS 3.1.3 Released One month after the release of OTRS 3.1, there is already an improved version 3.1.3 available for download today. Besides additional translations into Portuguese and Catalan OTRS 3.1.3 scores with additional caches to many internal modules leading to a better performance especially in high-load environments by a strong reduction of database calls. Improved performance can also be detected by using SlaveDB in the dashboard, if it is configured, and by using Digest::SHA, if it is available. Read the Release Notes Download OTRS 3.1.3 now New module „OTRS MasterSlave 1.1“ available for OTRS 3.1 We are also proud to announce the new module „OTRS MasterSlave 1.1“ today, which can be downloaded now. A prerequisite is OTRS 3.1 and neither an upgrade of the former module „MasterSlave 1.1“ is possible nor are both versions compatible. This is also the official announcement of the end-of-life-status of the former module. The new module „OTRS MasterSlave 1.1“allows linking tickets in a Master/Slave relation where Slave-Tickets also inherit changes made to the Master Ticket. For example in case several users report problems with their internet access, the service desk can easily use the MasterSlave feature to set all tickets to a solved state as soon as the failure was solved. Read the Release Notes Download OTRS MasterSlave 1.1 now SAP runs with OTRS - The OTRS Solution Manager connector The power of the new Generic Interface in OTRS 3.1 lies in connectors. Today, we're highlighting the OTRS Solution Manager connector, which helps to synchronize data between OTRS Help Desk or OTRS ITSM and the SAP Solution Mananger. In our new video, we show you how this integration of SAP and OTRS works. Check out the video Customer Spotlight: New Case Studies Kentucky Fried Chicken Kentucky Fried Chicken, the world's most popular chicken restaurant chain, stands its ground in the highly competitive Fast Food market, with fast, individualized customer feedback management. KFC in Germany and the Netherlands uses OTRS Help Desk for their guest service. Due to a high number of queues and a complex user hierarchy, KFC came to the OTRS experts for professional assistance with optimization of their OTRS Help Desk. We provided KFC with our "Review and Optimization" workshop, which allowed them to maximize the benefits of using OTRS Help Desk as their guest service solution. Read the case study Read the testimonial Feldschlösschen Feldschlösschen is the leading brewery and beverage retailer in Switzerland, with around 1,300 employees. Feldschlösschen chose OTRS Help Desk because of the wide range of functionality supporting HR process management, and because OTRS is a long standing company with a global customer base. OTRS provided Feldschlösschen with our Secure Cloud Best Practice Edition: the solution was operational in just one month. In January Feldschlösschen also started using OTRS Help Desk in the Sales and Gastroservice departments. Because the solution infrastructure is completely managed by OTRS Group, Feldschlösschen is free to concentrate on their HR Management. Read the case study Read the testimonial OTRS Partner Program - New Partners in Brazil and Portugal Brasil is the worlds 7th largest economy showing constant high growth rates especially in the professional services and industry sector. So it's not surprising that Brazil also emerged as one of the Top5 countries regarding OTRS downloads coming along with an increased demand for OTRS-related services. Therefore OTRS Group is proud to announce the certification of 3 new OTRS System Integration Partners in Brazil: OpServices Tecnologia da Informação S.A., Unirede Informatica Ltda. and Complemento. With our new OTRS System Integration Partner IT Square Unipessoal Lda. located in Portugal OTRS Group extends its global OTRS Service Network in southern Europe. Read our press release here New demo system for OTRS Feature Add-Ons See our popular OTRS Feature Add-Ons in action! In our extended OTRS Help desk Demo you can now test the helpful functionalities of the following OTRS Feature Add-Ons Dashboard Overview Filter Ticket Workflows Advanced MasterSlave Categories for Text Modules Enhance your OTRS Help Desk or OTRS ITSM with numerous added functionalities and benefit from a free upgrade of your Feature Add-Ons within the current Major Release cycle. You can get up to four OTRS Feature Add-Ons for free and buy even more for special prices, if you purchase a Service Subscription. Test OTRS Feature Add-Ons Read more about the available OTRS Feature Add-Ons Read more about our Service Subscriptions
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