OTRS Joomla! gateway software available for download

[Cognidox]

Cognidox has made available free open-source software that provides a way of integrating two of the best and most commonly-used open source products– the Joomla! CMS and the OTRS help desk system. Their gateway component enables Joomla-based sites to access OTRS tickets.

The benefit of Joomla is that it enables non-experts to build impressive-looking and robust web sites without needing to know HTML. New articles can be added by anyone with login rights, and there are many free or low-cost extensions and templates available to provide the right form and function for the website.

The benefit of OTRS is that it provides a flexible and highly scalable solution for managing customer requests. This makes it imminently suitable for Help Desk, Customer Support or IT Service Management applications. Each case or incident becomes a “ticket” that is assigned to the right person(s), with email notification and reporting functions available.

The ‘gap in the market’ is for a great trouble ticket tracking solution that can be used as a Joomla component. There is nothing as good as OTRS available for Joomla. But OTRS uses its own web templates, and that results in duplication of web-coding effort. Also, the help-desk component then looks and behaves in a different way from the rest of the Joomla-based site. With the OTRS Joomla Gateway, OTRS tickets are part of the Joomla web site template, and the user experience is seamless.

Downloading the software

You can download the OTRS Joomla gateway from:

http://www.cognidox.com/opensource/otrs-joomla-gateway

You will find full installation and configuration instructions, as well as a tutorial video, at the same location. The OTRS Joomla gateway software is distributed under the GNU Affero General Public License (AGPL).

[n0manarmy]

Anyone tried this out yet? I'm in the process of setting up a new server in hopes of putting the new OTRS 3 release on it and was thinking of maybe looking in to Joomla as well.

[mh254]

I've tried it with Joomla 1.5.21 and OTRS 2.4.8. Easy installation, authentification of customers via Joomla is working, but no tickets where displayed and no new tickets could be created within Joomla. Don't know why, will try to find it out next week.

[cbravo]

how about with otrs 3.02?

[mh254]

WIth Otrs 3.02 on our Testsystem no ticket content is displayed. Login is working, ticket overview is working, but when you click on a ticket the description is not displayed. With 2.4.9 its working perfect.

[cbravo]

appreciate the tip. Thanks.

[Sophy978]

Hello, I am using OTRS 3.1.5 and using the Joomla authentication. It works perfectly if their account exists in OTRS. If not, then it does not let the new Joomla user create or view tickets. The pages come up but nothing is enabled for them to submit. How are accounts working in your case and what versions are you using now?

Thanks for your help.