FAQ

Migration speed depends on which migration option you pick. There are several choices:

Option A – On-Premise Migration
Remain on-premise and keep your existing configuration. You plan downtime for the update. OTRS will migrate your data into the latest version. The effort for such an update is about 2-3 days. A prior test migration is highly recommended.

Option B – Transition to OTRS Managed
Make the switch to the OTRS SaaS environment, and we’ll do the update for you. You’ll never have to use outdated software again. With this option, your data will be completely transferred and downtime is required. Connections to third-party systems may need to be adjusted. The effort for such a transition is about 1-2 days, including a test migration.

Option C – Opt for Fresh OTRS Instance
Choose between a brand new OTRS on-premise or SaaS solution, and work with OTRS consultants to design a new OTRS solution. When the system is ready and the employees are trained, you can transfer your old tickets to the new system without downtime after completing the ticket transfer workshop. Expect a minimum of 4-6 consulting days.

Option D – Pick an OTRS Solution Scenario
OTRS Group offers many different Solution Scenarios that are already tailored to the needs of ITSM, HR, Office, Customer Service or IT Security teams. Save consulting effort and benefit from our best practices, which you can further customize as needed. Just like with option C, you can transfer tickets from the old system at your convenience without downtime after completion of the ticket transfer workshop. Only 2 days consulting are needed if you are happy with the default setup. Let us know if you’d like to test one of these upfront.

OTRS is different from ((OTRS)) Community Edition.

((OTRS)) Community Edition is an open source software, whereas OTRS is a professional service management solution.

Read more about the differences here.

A ticket transfer is only possible from version 5.
Using an older version? Let our experts guide you through the best migration path.

Third-party packages will not be adopted and will be deleted before the final migration. However, OTRS offers a wide range of features to cover most needs of their ((OTRS)) Community Edition version.

You can find an overview and schedule of all offered trainings at the following link: https://academy.otrs.com/

Effective October 1, 2022, Microsoft discontinued support for mail fetching using password-based authentication in Exchange Online. This affects the POP as well as IMAP protocols, among others.

From October 1 on, mail retrieval is only possible using OAuth 2.0 based authentication.

OTRS Group has completed an update that will allow you to retrieve emails from Exchange Online via POP and IMAP also in the future.

Please note the following information:

• OTRS Group generally recommends not fetching mail via POP and IMAP and using the much more efficient “email forwarding via SMTP” instead. Please check if email forwarding is possible in your case and consider switching to this mechanism. As an OTRS Group SaaS customer, this option is already available to you without restriction.
• Support for mail fetching via POP and IMAP from Exchange Online using OAuth 2.0 is available for OTRS, OTRS 8 and OTRS 7. The sub folder mail fetching from Exchange Online using OAuth 2.0 is only available in OTRS and OTRS 8. In older OTRS versions, mail retrieval from Exchange Online is no longer possible.

For more information, please refer to the official Microsoft announcement: https://docs.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/deprecation-of-basic-authentication-exchange-online

For questions and support, please do not hesitate to contact us.

OTRS is available in over 40 languages. The complete list is:

• English
• Arabic (Saudi Arabia)
• Bulgarian
• Catalan
• Chinese (Simplified)
• Chinese (Traditional)
• Croatian
• Czech
• Danish
• Dutch
• English (Canada)
• English (United Kingdom)
• Estonian
• Finnish
• French
• French (Canada)
• Galician
• German
• Greek
• Hebrew
• Hindi
• Hungarian
• Indonesian
• Italian
• Japanese
• Korean
• Latvian
• Lithuanian
• Macedonian
• Malay
• Norwegian Bokmål
• Persian
• Polish
• Portuguese
• Portuguese (Brazil)
• Romanian
• Russian
• Slovak
• Slovenian
• Spanish
• Spanish (Colombia)
• Spanish (Mexico)
• Swahili
• Swedish
• Thai
• Turkish
• Ukrainian
• Vietnamese

OTRS is high-quality secure software. Through our proven vulnerability process, we ensure that discovered vulnerabilities are quickly resolved. Users and security researchers can also help by reporting identified vulnerabilities directly to security@otrs.org. We also carry out regular audits to identify and close security gaps.

Complete documentation is published in our Security Advisories.

Yes. Contact us for details.

If you choose the managed version, we provide the server for you.
With the on-premise version, you provide it yourself.