On 10/16/10 9:01 AM, "Nils Leideck - ITSM" wrote:

All I can say is that 10000 tickets should not be the problem to create, it is just one ticket per 8.5 seconds. You should of consider if the ticket is closed with 4 or 5 actions or if there is a high traffic in terms of customer contacts for a single ticket.

10000 tickets a day is certainly achievable.... But....

1000 Agents, well Š AFIAK we have such systems, but I am not sure if there is one running on a single box - might depend on the definition of ³a single box².

Unless you are planning to acquire mainframe class hardware (and by mainframe, I mean the traditional IBM type), you are unlikely to support 1000 users on one box, and regardless of what software you choose, you would be foolish to try -- too big a possibility of hardware failure taking out what sounds like your primary call center (at least with those ticket volumes). You should plan on at least 4 machines (2 for the ticketing app, 2 for the database) and plan on clustering them for high-availability, using a smart load balancer for the ticketing app so that an agent remains on the same system unless there is a system failure. Now if you do have a mainframe system, let's talk off list. OTRS runs very well there. 8-) -- db

Thanks for that.I can go for 4 machines 2 for apps and 2 for DB, not an issue at all. Is it anywhere implemented? Any use case? That's pretty much the standard recommendation we use for our deployments. We've done hundreds of the. What do you mean by use case?

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 -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

Hi Darshak, Since your volumes is high you must be having some processes in place too. With the processes in place you would require to monitor them through runtime reports and reports based on historic data. This is where OTRS is a little empty. As you might have found out by now, OTRs is quite a powerful tool with lot of customization , workflow and tools to implement ITIL. Also regarding volumes we do face problems when we receive tickets in range of 180-190 in 7 hours, the system gets slow. Our installation in on a virtual VM with Intel(R) Xeon(R) CPU E5410 @ 2.33GHz, 2Gb RAM, and 300 GB Diskspace. We are investigating, though our installation is out of the box installation. Personally I found RT and OTRS very good. Both very good in customization and features. But OTRS scored with it's ITIL integration. Incase you don't mind putting in some money you may give a look to manage engine's Helpdesk/Service Desk and also IT360 They are vgood like OTRS and ahead as well with very good reports and custom reports. The installation is also pretty easy. http://www.manageengine.com/help-desk-software.html Hope this helps. Regards [cid:image001.gif@01CB6FA2.F1012400] From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Saturday, October 16, 2010 6:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Comparing OTRS with other ticket system Hi Darshak, Welcome to the community, first of all! ;-) For details about features to compare it with other systems, I would suggest to contact enjoy@otrs.commailto:enjoy@otrs.com. Regarding your question about benchmark: All I can say is that 10000 tickets should not be the problem to create, it is just one ticket per 8.5 seconds. You should of consider if the ticket is closed with 4 or 5 actions or if there is a high traffic in terms of customer contacts for a single ticket. 1000 Agents, well ... AFIAK we have such systems, but I am not sure if there is one running on a single box - might depend on the definition of "a single box". On 16.10.2010, at 18:48, Darshak wrote: I have to propose a ticket system to my company. I have gone thru different ticket systems. Can you tell me what are unique features in OTRS over other systems like RT,OSTicket,KAYAKO etc. Any benchmark by OTRS? Can it handle daily 10000 tickets and 1000 agents on single box [ good quality hardware]? -- Best Regards, Darshak Modi +91 9909008245 darshakamodi@gmail.commailto:darshakamodi@gmail.com Cheers, Nils - Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

Dear Darshak, You may also review the below, as they have been worked upon diligently over 2-3 years that I have seen them [SMB segment]: Sysaid http://www.ilient.com/ Kaseya [Amazing for IT Servicing beyond Servicedesk][Plus it provides a cloud model] http://www.kaseya.com/products/mse-g1.aspx Regards [cid:image001.gif@01CB704B.C4060CA0] From: Darshak [mailto:darshak.modi@elitecore.com] Sent: Wednesday, October 20, 2010 10:12 AM To: User questions and discussions about OTRS. Cc: Avik Das Subject: Re: [otrs] Comparing OTRS with other ticket system Hi Avik, Its really helpful to me. Thanks a ton for that. I am always in favor with OpenSource :) If someone is ready to provide good reports- [ of course paid !] i would really like to go for Opensource software. Best Regards, Darshak Modi +91 9909008245 darshakamodi@gmail.commailto:darshakamodi@gmail.com On 10/19/2010 6:42 PM, Avik Das wrote: Hi Darshak, Since your volumes is high you must be having some processes in place too. With the processes in place you would require to monitor them through runtime reports and reports based on historic data. This is where OTRS is a little empty. As you might have found out by now, OTRs is quite a powerful tool with lot of customization , workflow and tools to implement ITIL. Also regarding volumes we do face problems when we receive tickets in range of 180-190 in 7 hours, the system gets slow. Our installation in on a virtual VM with Intel(R) Xeon(R) CPU E5410 @ 2.33GHz, 2Gb RAM, and 300 GB Diskspace. We are investigating, though our installation is out of the box installation. Personally I found RT and OTRS very good. Both very good in customization and features. But OTRS scored with it's ITIL integration. Incase you don't mind putting in some money you may give a look to manage engine's Helpdesk/Service Desk and also IT360 They are vgood like OTRS and ahead as well with very good reports and custom reports. The installation is also pretty easy. http://www.manageengine.com/help-desk-software.html Hope this helps. Regards [cid:image001.gif@01CB704B.C4060CA0] From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Saturday, October 16, 2010 6:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Comparing OTRS with other ticket system Hi Darshak, Welcome to the community, first of all! ;-) For details about features to compare it with other systems, I would suggest to contact enjoy@otrs.commailto:enjoy@otrs.com. Regarding your question about benchmark: All I can say is that 10000 tickets should not be the problem to create, it is just one ticket per 8.5 seconds. You should of consider if the ticket is closed with 4 or 5 actions or if there is a high traffic in terms of customer contacts for a single ticket. 1000 Agents, well ... AFIAK we have such systems, but I am not sure if there is one running on a single box - might depend on the definition of "a single box". On 16.10.2010, at 18:48, Darshak wrote: I have to propose a ticket system to my company. I have gone thru different ticket systems. Can you tell me what are unique features in OTRS over other systems like RT,OSTicket,KAYAKO etc. Any benchmark by OTRS? Can it handle daily 10000 tickets and 1000 agents on single box [ good quality hardware]? -- Best Regards, Darshak Modi +91 9909008245 darshakamodi@gmail.commailto:darshakamodi@gmail.com Cheers, Nils - Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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