Tuesday, 1 December 2015

OTRS 5 Review and Thoughts

Recently I upgraded our several years old OTRS install to version 5. The upgrade procedure is exactly like all the others have been. It was straightforward and I actually found that the documentation was better this time around than it has been in the past. After backing up, upgrading and testing, I like, mostly, what I see. There are a couple of things that are a bit annoying though.

When closing a ticket, the previous version would automatically put in subject in the closure note. Likewise, in the Owner Update note it doesn't do it either. So each time, I have to update it. Not a problem if you're only getting a few notes every now and then, but we are changing and closing tickets in some large numbers at times.

Also, I have about 50 statistics generated monthly via a script I run. The syntax for doing this.

From: /opt/otrs/bin/otrs.GenerateStats.pl -n number -blah blah etc

To: /opt/otrs/bin/otrs.Console.pl Maint::Stats::Generate --number number etc

(from: https://otrs.github.io/doc/manual/admin/stable/en/html/statistics-module.html#stats-managing-the-module)

I like the speed of the updated system and the cosmetic changes are nice too. The menus have changed slightly and they are more dynamic with drop downs. The layout is a bit nicer too but generally the speed of the system is better.

Upgrade to version 5 if you have the chance - seems to be a winner!

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