Video: JIRA vs OTRS


JIRA provides issue tracking and project tracking for software development teams to improve code quality and the speed of development. Combining a clean, fast interface for capturing and organising issues with customisable workflows, OpenSocial dashboards and a pluggable integration framework, JIRA is the perfect fit at the centre of your development team. JIRA free alternatives are: Trello, Todoist. If you are looking for open-source self-hosted JIRA alternatives pay attention to Redmine, Bugzilla, Trac
OTRS is a free and open-source trouble ticket system software package that a company, organization, or other entity can use to assign tickets to incoming queries and track further communications about them. Like alternative solutions it is a means of managing incoming inquiries, complaints, support requests, defect reports, and other communications.
Face to face in the news:


2012 - Jira 5 - bug-tracker goes social to take on OTRS



Atlassian has launched the new version of its project management system Jira 5 and called it Social. We expected to see some sort of built-in social network where users could add bugs, vote for features, discuss updates. But none of these features appeared. Probably it's for the better, because bug - is an intimate thing and it shouldn't be publicly discussed. The new social features in Jira 5 are: the tool for sharing bugs/tasks with co-workers or groups, and the support for @names. If you mention @someone in the comments - he will receive the notification and will probably help in solving the task. In addition, the new version allows to link a bug to any external URL (website or web app) and adds a lot of integrations (including Salesforce, Zendesk, Confluence, Get Satisfaction). And you certainly want to know why there are so many Angry Birds in the video?



They are not Angry Birds. They are Angry Nerds - the developers who kill bugs. It's a game created by Atlassian.

2010 - OTRS ITSM 2.0 - the first open-source ITIL certified solution

OTRS

Many companies use OTRS as a helpdesk-system for two reasons: it is free and is perfect for integration with web site and email. Now, OTRS can be also adopted by sysadmins and IT departments (even in large companies) - the new version OTRS ITSM 2.0 has been officially certified by expert company PinkVERIFY of compatibility with six ITIL v3 processes. As you know, ITIL - is the library of recommendations and best practices for managing IT infrastructure. OTRS ITSM has been around for about 3 years. Until today, it featured incident management, problem management, configuration management, SLA management and knowledge management. Version 2.0 added change management to that list. Now OTRS ITSM allows you to control such processes as setting up new employee with a laptop, implementing new systems and equipment, upgrading licensed software.