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OTRS vs Redmine
May 08, 2023 | Author: Michael Stromann
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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.
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Redmine is a flexible alternative project management web application. Written using the Ruby on Rails framework, it is cross-platform and cross-database. Redmine is open source and released under the terms of the GNU General Public License v2 (GPL).
OTRS and Redmine are both popular open-source project management tools that offer different features and functionalities.
OTRS is primarily a ticketing system that focuses on managing customer service requests and issues. It offers features such as email integration, custom forms, knowledge management, and reporting. OTRS also has a powerful workflow engine that allows users to create complex workflows and automate repetitive tasks.
On the other hand, Redmine is a project management tool that focuses on issue tracking, time tracking, and project collaboration. It offers features such as issue tracking, Gantt charts, wikis, calendars, and file management. Redmine also has a plugin architecture that allows users to extend its functionality.
See also: Top 10 IT Service Desk software
OTRS is primarily a ticketing system that focuses on managing customer service requests and issues. It offers features such as email integration, custom forms, knowledge management, and reporting. OTRS also has a powerful workflow engine that allows users to create complex workflows and automate repetitive tasks.
On the other hand, Redmine is a project management tool that focuses on issue tracking, time tracking, and project collaboration. It offers features such as issue tracking, Gantt charts, wikis, calendars, and file management. Redmine also has a plugin architecture that allows users to extend its functionality.
See also: Top 10 IT Service Desk software
OTRS vs Redmine in our news:
2014. Redmine 2.5 impoves custom fields
Redmine, a versatile web application for project management developed using the Ruby on Rails framework, has released its latest version - Redmine 2.5.0, which is now available for download. This update brings numerous enhancements to custom fields formats, including support for text formatting, HTTP links, and more precise selection options for user and version custom fields based on roles and version status. The custom field format API has undergone a complete rewrite, so if you have any plugins that interact with it (e.g., those adding non-standard field formats), it is necessary to update them before proceeding with the upgrade. Additionally, this version introduces experimental support for Markdown formatting, a widely used syntax for text formatting.
2010. OTRS ITSM 2.0 - the first open-source ITIL certified solution
Many companies opt to use OTRS as their helpdesk system for two main reasons: it is both free and highly compatible with website and email integration. Recently, OTRS has expanded its reach to include sysadmins and IT departments, even within larger organizations. The latest release, OTRS ITSM 2.0, has received official certification from PinkVERIFY, an expert company, for its compatibility with six ITIL v3 processes. ITIL serves as a repository of recommendations and best practices for effective IT infrastructure management. OTRS ITSM has been available for approximately three years, offering features such as incident management, problem management, configuration management, SLA management, and knowledge management. The new version, 2.0, introduces change management capabilities, allowing users to oversee processes like setting up new employees with laptops, implementing new systems and equipment, and upgrading licensed software through OTRS ITSM.
