The OTRS AG group released a new beta version of OTRS 3.2. We will try out and review the new beta version very soon; for now, we will briefly introduce the main functionalities offered by this new major update, whose final release is planned for the end of January.
In order to improve the quality of the services offered to customers, OTRS will have a customer information center, which offers an overview of customers and customer companies’ information, including open, new, escalated tickets. This allows to easily identify customers who need more attention, in order to assure proper quality.
Under this german word hides the next big enhancement… OTRS will have a new workflow management system, which will allow admins to graphically create workflows, in order to guide users (both agents and customers) within their own ticket creation and manipulation paths. This is actually something big, because with previous versions workflow support was limited to the Access Control Lists, which have to be tediously written by hand in configuration files. We are really looking forward to this one.
As usual with new major releases, several speed optimization enhancements are expected, together with scalability and UI improvements. The future of human-computer interaction is doubtless the use of mobile devices, controlled by touch. This is very clear in the version release statement of the OTRS group. Therefore we shall expect big usability enhancement on mobile devices as well.