tojo.randrianaivojaona@atosorigin.com Tojo Randrianaivojaona 20060331 en otrs 2 31 GNU General Public License http://www.otrs.org OTRS is an Open source Ticket Request System (also well known as trouble ticket system) with many features to manage customer telephone calls and e-mails http://otrs.org/demo/ 1.7 bugTracker otrs 1

Generic criteria from QSOS version 1.6 Intrinsic durability Maturity less than 3 months if between 3 months and 3 years after 3 years 2 Otrs.org domain was created in ? 2001 Unstable software with numerous releases or patches generating side effects Stabilized production release existing but old. Difficulties to stabilize developpement releases Stabilized software. Releases provide bug fixes corrections but mainly new functionalities 2 Software knows several problems which can be prohibitive No know major problem or crisis History of good management of crisis situations 2 Software is very likely to be forked in the future Software comes from a fork but has very few chances of being forked in the future Software has very little chance of being forked. It does not come from a fork either Adoption by community and industry Very few users identified Detectable use on Internet Numerous users, numerous references 2 None Few refences, non critical usages Often implemented for critical applications 1 OTRS is known to be use in some important organisation.version 2.0.4 is known by its high level of security No community or without real activity (forum, mailing list, ...) Existing community with a notable activity Strong community: big activity on forums, numerous contributors and advocates 2 No book about the software Less than 5 books about the software are available More than 5 books about software are available, in several languages 0 Organisation and leadership of developments 1 to 2 individuals involved, not clearly identified Between 2 and 5 independent people More than 5 people 1 Complete dictatorship Enlightened despotism Council of architects with identified leader (e.g: KDE) 1 Activity of the project and around the software Less than 3 developers, not clearly identified Between 4 and 7 developers, or more unidentified developers with important turnover More than 7 developers, very stable team 2 Slow reactivity in forum or on mailing list, or nothing regarding bug fixes in releases note Detectable activity but without process clearly exposed, loing reaction/resolution time Strong reactivity based on roles and tasks assignment 2 No or few new functionalities Evolution of the product driven by the core team or by user's request without any clearly explained process Tool(s) to manage feature requests, strong interaction with roadmap 2 Very weak activity on both production and development releases Activity on production and developmenet releases. Frequent minor releases (bug fixes) Important activity with frequent minor releases (bugs fixes) and planned major releases relating to the roadmap forcast 2 Industrialization level of the project Developments realized at 100% by employees of a single company 60% maximum 20% maximum 2 Services offering No offer of training identified Offer exists but is restricted geographically and to one language or is provided by a single contractor Rich offers provided by several contractors, in serveral languages and split into modules of gradual levels 1 No offer of support except via public forums and mailing lists Offer exists but is provided by a single contractor without strong commitment quality of services Multiple service providers with strong commitment (e.g: guaranteed resolution time) 1 No offer of consulting service Offer exists but is restricted geographically and to one language or is provided by a single contractor Consulting services provided by different contractors in serveral languages 1 No user documentation Documentation exists but shifted in time, is restricted to one language or is poorly detailed Documentation always up to date, translated and possibly adapted to different target readers (end user, sysadmin, manager, ...) 1 Quality assurance process No QA process Identifies QA process but not much formalized and with no tool Automatic testing process included in code's life-cycle with publication of results 1 No bug or feature request management tool Standard tools provided (for instance by a hosting forge) but poorly used Very active use of tools for roles/tasks allocation and progress monitoring 1 Packaging for various operating systems BSD The software is not packaged for FreeBSD A port exists but it has important issues or it doesn't have official support A official port exists in FreeBSD The software is not packaged for Mac OS X A package exists but it has important issues or it doesn't have official support The software is packaged in the distribution The software is not packaged for NetBSD A port exists but it has important issues or it doesn't have official support A official port exists in NetBSD The software is not packaged for OpenBSD A port exists but it has important issues or it doesn't have official support A official port exists in OpenBSD Linux The software is not packaged for Debian A Debian package exists but it has important issues or it doesn't have official support The software is packaged in the distribution 2 The software is not packaged for Mandriva A package exists but it has important issues or it doesn't have official support The software is packaged in the distribution The software is not packaged for Red Hat/Fedora A package exists but it has important issues or it doesn't have official support The software is packaged in the distribution The software is not packaged for SuSE A package exists but it has important issues or it doesn't have official support The software is packaged in the distribution Software can't be installed from source without lot of work Installation from source is limited and depends on very strict conditions (OS, arch, lib, ...) Installation from source is easy Unix The software is not packaged for AIX A package exists but it has important issues or it doesn't have official support A stable package is provided for AIX The software is not packaged for HP-UX A package exists but it has important issues or it doesn't have official support A stable package is provided for HP-UX The software is not packaged for Solaris A package exists but it has important issues or it doesn't have official support (e.g: SunFreeware.com ) The software is supported by Sun for Solaris The project can't be installed on Windows A package exists but it is limited or has important issues or just cover some specific Windows release (e.g: Windows 2000 and Windows XP) Windows is full supported and a package is provided Exploitability level Difficult to use, requires an in depth knowledge of the software functionality Austere and very technical ergonomics GUI including help functions and elaborated ergonomics No administrative or monitoring functionalities Existing, functionalities but uncomplete and or need improvement Complete and easy-to-use administration and monitoring functionalities. Possible integration with external tools (e.g: SNMP, syslog, ...) Technical adaptability Monolithic software Presence of hight level modules allowing a first level of software adaptation Modular conception, allowing easy adaptation of the software by selecting or creating modules Everything by hand Recompilation possible but complex without any tools or documentation Recompilation with tools (e.g: make, ANT, ...) and documentation provided Any modification requires code recompilation Architecture designed for static extension but requires recompilation Principle of plugin, architecture designed for dynamic extension without recompilation Project's strategy License, only if user wants to become owner of code Very strict license, like GPL Moderate permissive license located between both extremes (GPL and BSD) dual-licensing depending on the type of user (person, company, ...) or their activities Very permissive like BSD or Apache licenses Very permissive like BSD or Apache licenses Moderate permissive license located between both extremes (GPL and BSD), dual-licensing depending on the type of user (person, company, ...) or their activies Very strict license, like GPL Rights held by a few individuals or entities, making it easier to change the license Rights held by numerous individuals owning the code in a homogeneous way, making relicense very difficult Rights held by a legal entity in whom the community trusts (e.g: FSF or ASF) No pratical way to propose code modification Tools provided to access and modify code (like CVS or SVN) but not really used to develop the software The code modification process is well defined, exposed and respected, based on roles assignment No published roadmap Existing roadmap without planning Versionned roadmap, with planning and measure of delays Software has no sponsor, the core team is not paid Software has an unique sponsor who might determine its strategy Software is sponsored by industry No detectable strategy or strong dependency on one unique actor (person, company, sponsor) Strategical vision shared with several other free and open source projects but without strong commitment from copyrights owners Strong independence of the code team, legal entity holding rights, strong involvement in the standardization process

Specific bug tracker component tools Journalised detail badly defined,not accessible Journalised detail doesn't work correctly Journalised detail is well performing detail of actions realised during the treatment of a ticket. 2 It cannot only restrict the visibility of a customer to his tickets Eestricting the visibility of a customer to his tickets by changing the source code doesn't work very well Possibility of restricting the visibility of a customer to his tickets by web interface Possibility of only restricting the visibility of a customer to his tickets. 2 The customers assign themselves their tickets It can customize customer assignment, Customers can assign themselves their tickets to a member of support team Customers can't assign themselves their tickets to a member of support team Customers can't assign themselves their tickets to a member of support team. 2 Administrator can't create ticket with an user's name It's difficult for an administrator to create a ticket with an user's name,or it doesn't work correctly Easy for an administrator to create a ticket with an user's name Possibility for an administrator to create a ticket with an user's name 2 No personalized fields Personalized fields don't work very well Personalized fields is carried out by a modification in files DTL(like HTML language), easy to manage Possibility to add fields in the ticket's features 2 A ticket can't enclose a file Enclosed files don't work correctly Easy to enclose a file to a ticket Possibility to enclose files to a un ticket. 2 Reminder is not supported Reminder required externe module or don't work correctly Reminder is included on this tools, easy to manage Automatic recall after a certain amount of time of inactivity on a ticket. 2 No Configuration of notification email Configuration of notification email doesn't work correctly Configuration notification email is managed by web interface Possibility to configure notification email when there are a modification of a ticket Impossible to interact OTRS via email The interaction with OTRS via email doesn't work correctly It can interact (eg:create tickets) in an immediate way Possibility to interact with OTRS via email (eg. ticket's creation via email). 2 We can't carry out a research on the whole tickets The research function doesn't include comments and notices Easy to research information on the whole tickets (including comments or notices) Possibility to research on the whole tickets (including comments or notices). 2 Impossible to manage users rights Rules and rights ' management via source code or don't work correctly Rules and rights ' management via source code by web interface, very easy Integrated management of rules and rights 2 Information for customers and support team are not separated Separations betwen information that consummers can see and those that are only available for are possible but difficult to do or don't work correctly Tools supply information visible by customers separated with those available only for the support team Separations beetwen information that consumers can see and those that are only available for 1 No management regarding ticket's time Time is initialized during the creation of ticket and impossible to update it Possibility to update and follow the time in every ticket Possibility to update and follow the time past in every ticket 1 No statistic's module statistic's module not covering only one number of limited cases or not functioning correctly statistic's module fonctionnal bringing a real advantage to the application Possibility of generation of statistics about activity of support (bugs number, reactivity) 1

Authentification LDAP impossible Authentification LDAP don't work correctly Authentification LDAP is performing and bring a real advantage to application Authentication with LDAP Backend 1 Authentification DB Backend impossible Authentification DB Backend doesn't work correctly Authentification LDAP is performing and bring a real advantage to application Authentification with database Backend (default) 2

Authentification/storage of Customer group impossible Authentification/storage of Customer group isn't performing Authentification/storage of Customer group works very well Possibility of Authentification and storage of Customer group via Database Backend 2 Authentification/storage of Customer group impossible Authentification of Customer group is performing but update data via web interface is impossible Authentification/storage of Customer group works very well Possibility of Authentification and storage of Customer group via LDAP Backend 1 Authentification of Customer group impossible Authentification of Customer group doesn't work very well Authentification of Customer group is performing Possibility of Authentification and storage of Customer group via HTTPBasic 2 Authentification of Customer group impossible Authentification of Customer group doesn't work very well Authentification of Customer group is performing Possibility of Authentification of Customer group via Radius Server 2

No administration via Web interface Administration via web interface requires a modification in the source code or doesn't work well Administration via web interface work very well 2 Administration via commandline impossible Administration via commandline is difficult or isn't performing Administration via command line work very well Do OTRS come with script or can be managed from a console? 0 OTRS installation requires much time and complex configuration 's scripts OTRS installation requires much time, no scripts to develop and the readme is detailed OTRS installation is done by one clic Do the installation need a lot of time or/and a strong skill 1