OTRS

Setup SysAid to insert and update service records information between SysAid and OTRS

 

Version:
Available from SysAid 15.1.50
SysAid Edition:
ITSM Cloud and On-Premise

Details

 

Overview

Integration with OTRS includes pushing and pulling of ticket information between SysAid and OTRS.

 

Main Features

  • Based on a flag in the SysAid service record, the system connects to OTRS and opens a new service record, which is then saved in SysAid so the admin can link directly to OTRS
  • SysAid can perform updates to OTRS tickets that have an associated ID numbers in SysAid
  • SysAid can display data from OTRS on the screen when the service record is loaded

 

Benefits

  • Syncing of ticket information between two systems
  • Reducing “double work” of the user for tickets handled in OTRS

 

 

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