[announce] OTRS 2.1.0 beta1 (Playa Esmeralda) is released!
hb at otrs.com
Wed Aug 2 13:32:48 CEST 2006
Dear Community Members,
+++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++
OTRS 2.1.0 beta1 (Playa Esmeralda) is released!
The Open-Source-Ticket-System with a brand new Statistics-Framework and
FAQ-Module / For the first time OTRS supports the Microsoft® SQL Server.
Bad Homburg, 02.08.2006 The successful Open-Source-Project OTRS today
releases the new Beta-Release of its Ticketsystem: OTRS 2.1 (alias: Playa
Esmeralda) brings about essential improvements in analysis and control of
Helpdesk- and Call-Center-Activities, the first time supports (in an
experimental Status) Microsoft SQL Server-Plattforms and accelerates Ticket
handling due to numerous new Features. The first-class OTRS Developer Team
achieved an essential performance gain of up to 50% (Ticket search) compared
to the previous version. On an average basis the total performance gain is
New OTRS 2.1 Key Features:
A powerful approach of menu-driven Reports- and Statistics generation has
been realized with OTRS 2.1. On the basis of granular access authorization
gain access and define your Reports- and Statistics in a more flexible way
than ever. Export- and Importfunctions allow to transfer Statistics once
defined between different OTRS systems.
Reports and Statistics as well as the results of a ticket search can now be
exported or printed in PDF-Format. An additional PDF-export of a ticket zoom
will still be realized during the beta-phase to complete the PDF Generator
Microsoft SQL Server:
The first time OTRS offers an interface to MS SQL Server platforms. Next to
Database Systems like MySQL, PostgreSQL, MaxDB/SAP, Oracle and DB2, MS SQL
is the most desired database system our customers asked for.
New implemented FAQ-Module:
OTRS makes allowance for the need of an efficient Knowledge Management
within daily Service Request handling. Fundamental in this context is a
quick access towards existing problem-solving Know-How and standardized
answers. Advantages: optimized search-functions, more effective
administration of FAQ-Articles, faster Navigation and opportunities to rate
an existing FAQ-Article.
Support of hierarchical Team-Structures:
New Features like the Ticket Supervisor and the Ticket Watchers support
working within Teams. While the Ticket Supervisor enables authorized
Teammembers to depute a Ticket to another Service Agent without loosing the
right to edit this ticket the Ticket Watcher allows you to track a ticket
passive on the basis of an individual watchlist.
In addition to the subject heading, OTRS also checks for referable ticket
numbers inside the Email-body and further attachments. This new feature aims
to automatically assign an incoming Service Request to an existing Incident
much faster than before.
And many other new features.
o new feature to sync ldap groups into otrs grous/roles
o added module to serve a local OTRS repository as remote
OTRS repository (e. g. to transport packages from test to
o added online repository access for bin/opm.pl
o added unit test system for whole OTRS
o added persian translation - Thanks to Amir Shams Parsa!
o added Slovak translation
o added Danish translation - Thanks to Thorsten Rossner!
o updated Norwegian translation - Thanks to Knut Haugen
o updated Brazilian Portuguese translation - Thanks to
Fabricio Luiz Machado!
o improved HTML/CSS
o improved ticket zoom to shown attachments with html title
about attachment info (name, size, ...)
o added own X-OTRS-FollowUp-* header for incoming emails if
Queue, State, Priority, ... should be changed with follow
up emails (see: doc/X-OTRS-Headers.txt)
o added OTRS_Agent_* tags like OTRS_Agent_UserFirstname and
OTRS_Agent_UserLastname for salutation and signature templates
o added 8 more ticket free text fields (now 16 are available)
o changed ticket escalation method, escalation start will be
reseted after every "new" customer message and after agent
communication to customer
The new Release OTRS 2.1.0 beta1 (Playa Esmeralda) is now available for
MD5 message digest (128-bit) checksums
Although OTRS 2.1 has been tested before, it is now on you to turn the new
beta-release inside out. You, the OTRS Community, has always been an
invaluable source of helpful suggestions, fair comments and well skilled
tester to us. Therefore a great "THX!" goes out to you!
Hauke Jan Böttcher
Sales & Marketing Manager
((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg
Fon: +49 (0) 6172 18076 43 :: Fax: +49 (0) 6172 18076 90
http://www.otrs.com/ :: Communication with success!
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