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OTRS (originally Open-Source Ticket Request System) is a service management suite. The suite contains an agent portal, admin dashboard and customer portal. In the agent portal, teams process tickets and requests from customers (internal or external). There are various ways in which this information, as well as customer and related data can be ...
The ticket system can be used for tracking bugs, tasks, issues, incidents or any other kind of ticket. Customized reports can be generated from parametric stored SQL queries or using an interactive ticket query system. There is also an integrated search engine and a fine-grained permission system.
An issue tracking system (also ITS, trouble ticket system, support ticket, request management or incident ticket system) is a computer software package that manages and maintains lists of issues. [1] Issue tracking systems are generally used in collaborative settings, especially in large or distributed collaborations, but can also be employed ...
Request Tracker for Incident Response (RTIR) is a special distribution of RT to fulfill the specific needs of CERT teams. [4] At this point, RTIR is, at once, a tool specific to incident management, a general purpose tool teams can use for other tasks, and also a tool that can—and very often is—a fully customized system built on layers of ...
Search engines like Google will keep a record of what users search for, which could help them suggest more relevant searches in the future. [4] Law enforcement agencies may use web tracking to spy on individuals and solve crimes. [5] Web analytics focuses more on the performance of a website as a whole. Web tracking will give insight on how a ...
A major component of a bug tracking system is a database that records facts about known bugs. Facts may include the time a bug was reported, its severity, the erroneous program behavior, and details on how to reproduce the bug; as well as the identity of the person who reported it and any programmers who may be working on fixing it.
Incoming email requests in Wikimedia's VRTS system are known as "tickets" and are identified by a "ticket number". Emails are categorized on arrival by language and type of content to allow for improved service. Team members are given access to designated categories of email (known as "queues") at the determination of the VRTS administrators ...
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