Hi Michiel, I am very curious to see the progress that is being made on this new release; are there any new developments worth mentioning yet? As mentioned before, I believe that OTRS can greatly benefit from more community feedback during the development phase. Thanks in advance. -- Best regards, Aron Rotteveel 2010/3/12 Michiel Beijen

Hi Aron,

If OTRS3 is worth the wait, you should obviously decide for yourself.. All I can give you right now is some screenshots on page 22 of this document:

http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Ma...

For the design we've worked together with a company that is specialized in interaction design. I'm really happy with the way it works and think it's a major step ahead in usability of the product (and it just looks great, too).

We are currently working on HTML prototypes that serve as the basis for OTRS 3. They will be finished in the upcoming weeks. After that, there will still be lots of work implementing that in OTRS. We hope to be able to share more details on the project, including timelines etc, in April.

I hope you stay tuned!

((enjoy)) - Michiel Beijen R&D

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

On Fri, Mar 12, 2010 at 9:59 AM, Aron Rotteveel wrote:

...

Hi everyone, I have noticed several short statements regarding the upcoming release of OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking something, but I have not seen any detailed information regarding features, improvements and release dates. Is there a place where I could find this? We have recently discovered ActiveCampaign Helpdesk software and I must say that it is looking rather good. We have been OTRS users for quite a while and I'd rather not switch systems only to discover that OTRS 3 is a complete overhaul and makes me want to switch back again. Any information on this new release would be greatly appreciated. Thanks in advance, Best regards, Aron Rotteveel --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Hi, I found the part about ITSM2.0 http://www.otrs.com/fileadmin/mediafiles/READY-FOR-TAKE-OFF/OTRS_ITSM20_Chan... I can't wiat for that. Adam LEBLANC Bastien (EXT CAP GEMINI) pisze:

Hi,

the PDF is not available anymore?

Not Found The requested URL /fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTRS_Inc.pdf was not found on this server.

-----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Aron Rotteveel Envoyé : jeudi 15 avril 2010 10:16 À : User questions and discussions about OTRS. Objet : Re: [otrs] OTRS 3: worth the wait? Any information regardingfeatures / sneak peeks?

Hi Michiel,

I am very curious to see the progress that is being made on this new release; are there any new developments worth mentioning yet? As mentioned before, I believe that OTRS can greatly benefit from more community feedback during the development phase.

Thanks in advance.

-- Best regards,

Aron Rotteveel

2010/3/12 Michiel Beijen

Hi Aron,

If OTRS3 is worth the wait, you should obviously decide for yourself.. All I can give you right now is some screenshots on page 22 of this document: http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Ma...

For the design we've worked together with a company that is specialized in interaction design. I'm really happy with the way it works and think it's a major step ahead in usability of the product (and it just looks great, too).

We are currently working on HTML prototypes that serve as the basis for OTRS 3. They will be finished in the upcoming weeks. After that, there will still be lots of work implementing that in OTRS. We hope to be able to share more details on the project, including timelines etc, in April.

I hope you stay tuned!

((enjoy)) - Michiel Beijen R&D

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

On Fri, Mar 12, 2010 at 9:59 AM, Aron Rotteveel wrote:

...

Hi everyone, I have noticed several short statements regarding the upcoming release of OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking something, but I have not seen any detailed information regarding features, improvements and release dates. Is there a place where I could find this? We have recently discovered ActiveCampaign Helpdesk software and I must say that it is looking rather good. We have been OTRS users for quite a while and I'd rather not switch systems only to discover that OTRS 3 is a complete overhaul and makes me want to switch back again. Any information on this new release would be greatly appreciated. Thanks in advance, Best regards, Aron Rotteveel

...

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The PDF just has been refreshed and has a new URL: http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Ma... We are preparing more information soon, please stay tuned. If you're into development, you can check out the CVS HEAD version of OTRS and see the daily progress made. For non-UI features, you can also read through the CHANGES file and see what has been added since 2.4.x: http://source.otrs.org/viewvc.cgi/otrs/CHANGES?view=markup Regards, Mike. On Thu, Apr 15, 2010 at 10:23 AM, LEBLANC Bastien (EXT CAP GEMINI) < ext.cap-gemini.leblanc@sncf.fr> wrote:

Hi,

the PDF is not available anymore?

Not Found The requested URL /fileadmin/mediafiles/Download/Praesentationen/Service_Management_Solutions_OTRS_Inc.pdf was not found on this server.

-----Message d'origine----- De : otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] De la part de Aron Rotteveel Envoyé : jeudi 15 avril 2010 10:16 À : User questions and discussions about OTRS. Objet : Re: [otrs] OTRS 3: worth the wait? Any information regardingfeatures / sneak peeks?

Hi Michiel,

I am very curious to see the progress that is being made on this new release; are there any new developments worth mentioning yet? As mentioned before, I believe that OTRS can greatly benefit from more community feedback during the development phase.

Thanks in advance.

-- Best regards,

Aron Rotteveel

2010/3/12 Michiel Beijen

Hi Aron,

If OTRS3 is worth the wait, you should obviously decide for yourself.. All I can give you right now is some screenshots on page 22 of this document:

http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_Ma...

For the design we've worked together with a company that is specialized in interaction design. I'm really happy with the way it works and think it's a major step ahead in usability of the product (and it just looks great, too).

We are currently working on HTML prototypes that serve as the basis for OTRS 3. They will be finished in the upcoming weeks. After that, there will still be lots of work implementing that in OTRS. We hope to be able to share more details on the project, including timelines etc, in April.

I hope you stay tuned!

((enjoy)) - Michiel Beijen R&D

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

On Fri, Mar 12, 2010 at 9:59 AM, Aron Rotteveel wrote:

...

Hi everyone, I have noticed several short statements regarding the upcoming release of OTRS 3, but all of these seem to be quite vague. Perhaps I am overlooking something, but I have not seen any detailed information regarding features, improvements and release dates. Is there a place where I could find this? We have recently discovered ActiveCampaign Helpdesk software and I must say that it is looking rather good. We have been OTRS users for quite a while and I'd rather not switch systems only to discover that OTRS 3 is a complete overhaul and makes me want to switch back again. Any information on this new release would be greatly appreciated. Thanks in advance, Best regards, Aron Rotteveel

...

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I guess they believe they can't handle it the proper way. So many queries and feedbacks will come up which may delay or slow down the project. It's better to go with a beta version instead of getting involved in the alpha phases. They are probably involving experts about the processes like ITIL , ITSM in these phases. Who knows? On Fri, Apr 16, 2010 at 8:09 AM, Nyung Zu wrote:

On Thu, Apr 15, 2010 at 10:15 AM, Aron Rotteveel wrote:

...

As mentioned before, I believe that OTRS can greatly benefit from more community feedback during the development phase.

I agree on this. There is totally not integration of the community for new features and new releases. I never have seen this in any other open source project. :(

-- English OTRS Forum: https://www.xing.com/net/pri12c70fx/otrs-en/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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They are probably involving experts about the processes like ITIL , ITSM in these phases.

Well, in this case, OTRS 3 is a 'framework' release, so it's not **really** about ITIL. OTRS3 is all about the new GUI, so we *do *work with (external) experts on the subject of accessibility and usability to implement a new user interface that is more intuitive and more usable. -- Mike. On Fri, Apr 16, 2010 at 7:58 AM, Sarper SARIDAL wrote:

I guess they believe they can't handle it the proper way.

So many queries and feedbacks will come up which may delay or slow down the project.

It's better to go with a beta version instead of getting involved in the alpha phases.

They are probably involving experts about the processes like ITIL , ITSM in these phases.

Who knows?

On Fri, Apr 16, 2010 at 8:09 AM, Nyung Zu wrote:

...

On Thu, Apr 15, 2010 at 10:15 AM, Aron Rotteveel wrote:

...

As mentioned before, I believe that OTRS can greatly benefit from more community feedback during the development phase.

I agree on this. There is totally not integration of the community for new features and new releases. I never have seen this in any other open source project. :(

-- English OTRS Forum: https://www.xing.com/net/pri12c70fx/otrs-en/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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