Hi, On Sun, Oct 17, 2010 at 02:01:03AM +1300, Nils Leideck - ITSM wrote:
For details about features to compare it with other systems, I would suggest to contact enjoy@otrs.com.
Why? Wouldn't it be a much better idea to discuss the pro's and con's
on a public mailing list?
I'm considering both OTRS and RT and there are, besides functional
details and maybe performance (something I didn't compare in detail)
a few other differences at another level.
A pro for OTRS is the user interface. It seems that this is much
better designed (I'm looking at the 3.x beta versions) than RT,
that still looks not very good (although it has been improved during
the time).
A pro for RT is that there is a large community and that it seems
to be a better choice if you want to use it (only) as Open Source
software (so, without a commercial support contract, but using "the
community" as support medium).
A pro for OTRS is that the initial setup is easier and that there
is more documentation, at least up to a certain basic level.
For me, this brought me to the conclusion that I probably will
start using OTRS for certain purposes now, as I want something up
and running quite soon. In the next 6-12 months, I want to evaluate
it and maybe look into more detail into RT, considering the option
to move to RT at some point.
Just my EUR 0.02...
--
-- Jos Vos