I have been working with OTRS w/ITSM for several years. I also build/manage numerous email system, MS Exchange & Zarafa to name a few. Currently I use Zarafa for multi-domain email services. I also specialize in monitoring.
All our systems are monitored with Nagios,Cacti, & OTRS.
Systems that have problems whether through Nagios or Cacti, generate emails to OTRS which in turns creates tickets automatically. Any futures notifications will automatically append the relative ticket & close it out should the alert clear.
I'm available to help with any installation, upgrade or management of OTRS & relative systems.
Look me up if I may be of service to you or your company.