Hi,

I’ve been tasked to find a trouble-ticketing system that meets the following requirements. I’ve been an otrs user for a couple of months, but I’d like the list’s consensus  if otrs is capable of these requirements:

Ticketing System High Level Requirements:

Ability to track each case independently with any unique identification tag (Ticket #)

Ability to track case history and resolutions within a single ticket

Ability to easily customize required and optional data fields during ticket submission

Ability to easily customize required and optional data fields during ticket submission

Ability to assign tickets to groups or individuals

Ability to track status and assignment changes for a ticket.

Ability to track time associated with work on a specific ticket, support areas, team or individual

Ability to reuse resolution for other tickets and/or utilize as FAQs for agents or publicly available for clients (Self-help)

Ability to accept auto input data feeds from a 3rd party source.

Ability to output auto output data feeds in a variety of formats: Data file, email, etc

Must be web enabled

Tnx,

--dio