Re: [otrs] OTRS as a lightweight CRM ?

The question of "where the distinct border between CRM functionality and other OSS/BSS systems functionality is" seems to be not so simple. What I mean, that CRM is some subset of functionality, described in TMForum's recent document GB929 R3 Vesion 3.2 "TM Forum Applications Framework (TAM). The OSS/BSS systems landscape". See http://tmforum.org for details. Where the edge between CRM functionality and "other" functionality goes - I have only some ideas and guesses. I.e. "inventory" system (or CMDB in terms of ITIL) is it part of CRM or counterpart? Thanks, Andrew 2008/7/23 Hooman Mesgary :

Hi, I think it will be a good idea if someone can list all the CRM related features of OTRS and also add it to the otrs.org too. Regards, -Hooman