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All company sizes: Small, Mid Size and Large (Enterprise) companies, MSP and Consultants.
As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams.
Excellent asset tracking with details on almost everything about a device. It can be very useful for finding devices physically as it reports which port a device is plugged into (using snmp).
There is no way to see what deployments you have running, and there is no way to cancel them once you kick one off.
Has become a great tool that I use regularly. Was recommended to me, and I recommend it to others.
Installer logic is very limited with no access to WMI for creating conditions. Deployment packages do not survive reboot (ie multi reboots in a single installation package).
I cannot imagine doing my job as a systems administrator without this tool. It makes automating so many processes super easy, and is easy to customize with a great user base.
The biggest pet peeve that I have with Lansweeper is that it only hold onto the record of the device for 30 days after it goes offline.
I'm very happy with Lansweeper and we are going to implement the help desk software in the near future to replace our current ticketing system. It's a more robust system than other similar programs.
Not much but the menus can sometimes be too close as they pull down when you hover over them and that can be a little annoying.
This product is really outstanding, we conducted a review of multiple service management tools and this came out on top.
Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.
The user experience with OTRS is amazing. Being able to show all your work to the client is great.
Interfacing with other systems is, out of the box, rather limited. You could build it yourself though.
Email inbound capabilities are great (maybe unique!). Easy to rollout, once you have a couple of basic admins, customising is quite powerful.
It is really difficult to set it up and configure everything.
It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress.
This is an open source tool, so you get what you pay for.
Lansweeper
OTRS
Top FeaturesLansweeper
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