OTOBO https://otobo.io Open Source Ticketsystem Thu, 02 Apr 2026 08:17:27 +0000 en-GB hourly 1 https://wordpress.org/?v=6.9.4 OTOBO Migration at TU Clausthal from OTRS 6 https://otobo.io/en/otobo-migration-tu-clausthal-otrs-6/ Thu, 02 Apr 2026 08:17:27 +0000 https://otobo.io/?p=40497 .avia-section.av-u1dycg-ac6f55a2ebd03546fbecf3b708f5f967 .av-section-color-overlay{ opacity:0.3; background-color:#4b50b4; }

CASE STUDY | Enterprise-Service-Management

Digital sovereignty, full data control and a siginficantly reduced workload: Clausthal University of Technology adopts OTOBO

OTOBO Migration at TU Clausthal from OTRS 6 1
  • Introduction: 2021
  • Users: approx. 80 active agents, including 35–40 based in the data centre
  • Ticket volume: up to 10 years of historical data migrated; currently around 1,500 tickets per month
  • Areas of use: IT, administration, institutes, facility management, library

Digital sovereignty, full data control and a clear reduction in team workload: following the end of life of OTRS 6, the data centre at Clausthal University of Technology chose OTOBO as a powerful open-source solution – benefiting from a smooth rollout, a familiar interface, and noticeably improved collaboration.

Starting point: a proven system reaches its limits

For around 15 years, Clausthal University of Technology relied on OTRS as its central ticketing system – both within the data centre and across administrative IT, facility management, and various institutes. However, growing performance bottlenecks, OTRS’s shift towards a cloud-first model, and the restriction of key features to the commercial edition led the university to begin searching for a successor in 2021.

The aim was to find a solution that could migrate all existing data, operate without a mandatory cloud setup, offer fair licensing terms, and remain technically future-proof.

“We had a huge amount of historical data in the system – we didn’t want to lose any of it. On top of that, the cloud model would have meant paying extra for many additional features, and the agent-based licensing would have driven up costs quickly,” recalls Martin Diedrich, Head of the IT Systems Department.

“We had a huge amount of historical data in the system – we didn’t want to lose any of it.”

Choosing OTOBO: familiar, open and flexible

After evaluating several alternatives – including Znuny, Zammad, ServiceNow, TOPdesk and Zendesk – the team chose OTOBO, an open-source fork with an active community and a clear long-term roadmap.

OTOBO stood out for its well-balanced overall package:

  • Familiar usability – no additional training required for agents
  • Complete data migration – including all messages, relationships and users
  • No licensing fees – no agent-based pricing, no hidden costs or add-ons, and a test system included in the service agreement
  • Full control – open-source foundation, no cloud requirement and no vendor lock-in
  • Communication on equal footing

Equally important was the openness to collaboration:

“The direct communication and pragmatic mindset throughout the project really won us over,” says Diedrich.

“The direct communication and pragmatic mindset throughout the project really won us over.”

Smooth migration: straightforward from the outset

The migration of all data from OTRS 6 – including messages, customer relationships and user assignments – was completed quickly and without complications.

“As soon as the decision was made to go with OTOBO, I was completely at ease,” recalls the IT specialist. “There was absolutely no question that the migration would be straightforward.”

After just one day of downtime, the system was successfully transitioned. The prepared TU Clausthal design package with logo and CI was activated, and agents found themselves working in a familiar interface with well-known menus and navigation.

Even minor technical issues – such as a duplicate trigger in ticket notification events – were resolved quickly through close collaboration.

“This is where the benefits of open collaboration with the developers really show: the debugging was excellent – huge credit to the team,” Diedrich adds.

“As soon as the decision was made to go with OTOBO, I felt completely at ease.”

Broad adoption: from IT to facility management

Today, OTOBO is used across a wide range of departments at Clausthal University of Technology:

Around 80 active agents use OTOBO as a single point of contact (SPOC) to deliver IT support, handle requests related to lecture hall technology and recordings, and manage typical infrastructure incidents. In addition, they coordinate the central IT hardware procurement, and services such as maintenance work, cleaning, electrical work, carpentry, and hazardous materials storage.

“The redesigned customer portal was very well received.”

Working with OTOBO: More structure, quicker solutions

Despite the familiar interface, OTOBO has opened up new possibilities for Clausthal University of Technology. In a review workshop following the migration, several adjustments were implemented that have noticeably eased day-to-day operations:

In addition to the hotline and email, tickets can now be created and viewed via the customer portal, which features a completely redesigned interface.

“That was very well received.”

A revised role concept ensures clearly defined responsibilities. Individually configured queues separate different areas of responsibility, while additional statuses – such as “Review needed” – help structure workflows and improve visibility when feedback is delayed.

Services and SLAs have replaced the previous prioritisation model, leading to more reliable processing times. Escalation mechanisms automatically flag tickets at risk of exceeding deadlines.

“The Escalation View is a huge help in day-to-day work. You can immediately see when a ticket has been sitting too long – for example, if a colleague forgot to hand something over before going on holiday. It’s incredibly practical,” adds Diedrich.

“The Escalation View is a huge help in day-to-day work. You can immediately see when a ticket has been sitting too long.”

Internal knowledge sharing has also improved with OTOBO: response templates provide standardised answers to recurring requests and support consistent communication. Specific solutions are documented directly within tickets, while more complex technical topics and operational procedures are recorded in the FAQ module. Because this information is centrally available and accessible to everyone, agents can find the right answers more quickly – “a significant added value”.

Martin Diedrich estimates that using a central ticketing system as a shared tool has reduced time spent by at least 50 per cent, largely thanks to the increased transparency of processes. This is particularly evident in cases that do not run smoothly, as all relevant information is consistently available within the ticket for everyone involved. In quality and complaint management, the ticket history also ensures full traceability of processes over time.

Diedrich estimates that the use of the central ticketing system has reduced time spent by at least 50 per cent.

Outlook and recommendation

Even at its current stage, Clausthal University of Technology demonstrates how a public university with limited resources can successfully build and run a modern, high-performance service platform – without compromising on digital sovereignty or usability.

Looking ahead, Diedrich and his colleagues have plenty of ideas for further development. As is often the case, time is the main limiting factor: further automation of processes using the workflow engine, expanding ITSM and asset management capabilities, and introducing a Kanban board to simplify dispatching are all on the agenda.

Diedrich’s recommendation to other institutions:

“Test, test, test. Think early about plugins, SLAs and automation – that’s where the real value lies. And don’t be afraid of escalations: it’s not about blame and shame. Escalations are simply a ticket’s way of making itself visible so that someone can take care of it.”

Looking to switch to OTOBO?
No problem – with us by your side, everything runs smoothly.

We take care of every step and ensure your transition is secure and straightforward.

Let’s get started
]]> Perl Developer | Fullstack https://otobo.io/en/perl-developer-fullstack/ Tue, 10 Mar 2026 10:08:12 +0000 https://otobo.io/?p=39828 .avia-section.av-u1dycg-79a7d9e1b53ba450a75418ba773587b3{ background-color:#f5f5ef; background-image:unset; }

JOB OPPORTUNITY

Perl Developer | Fullstack (m/f/d)


Permanent position (32–40 hours/week)
Start date: as soon as possible
Work location: on-site, hybrid, or remote


Tech stack: Perl, JavaScript, jQuery, HTML5, CSS

Perl is close to your heart and you’ve always wanted to be part of a real open-source project?
Then this might be just the place for you:

As the Source Code Owner and Maintainer, we are the driving force behind the open-source service management platform OTOBO – used by organisations worldwide to manage critical services and workflows. Our growing team works closely with customers and the international community to continuously move the project forward.

Ready to join us?

Your role


Help us shape the future of a software that truly matters – yesterday, today and tomorrow.

OTOBO has been around since 2019, and its codebase has proven itself for more than 20 years. It solves real-world problems and helps users stay on top of their daily workload.

We continue to evolve the standard and build solutions for specific challenges across a wide range of sectors – pragmatic, agile and sustainable. With clean code that integrates seamlessly into the wider project and delivers value for everyone.

Here are some of the things you can expect to work on:

  • You develop solutions that truly fit – for municipalities and universities, mechanical engineering companies, hospitals and the CERT teams of DAX-listed companies
  • You implement features that meet specific project requirements while also adding to the broader, general-purpose framework
  • You focus on long-term solutions, open standards and open protocols
  • You make sure our Perl code hums like a happy camel – reliable, stable and with perfectly placed humps (sub and return, of course)
  • You use JavaScript, jQuery, HTML5, and CSS to give OTOBO a frontend that lives up to its inner strengths
  • You investigate and resolve user-reported issues and review and merge pull requests from partners and the community

What we’re looking for


  • Formal education is secondary to us. What matters most is deep expertise in Perl and other scripting languages such as JavaScript, jQuery, HTML5 and CSS
  • Experience with OTOBO or related platforms is a plus
  • You are passionate about open-source and enjoy exploring what’s possible with it
  • You enjoy tackling complex challenges and are keen to dive into a wide variety of projects
  • You communicate confidently in English – our development team is international
  • You are a true team player who enjoys collaborating with others
  • You work independently like a pro, but are always willing to step out of your coding cave for meaningful exchange
  • You don’t just fix problems – you understand the root cause and make sure they don’t happen again

Perl Developer | Fullstack 2
Perl Developer | Fullstack 3
Perl Developer | Fullstack 4

How we work together



Here’s your rare opportunity to work on a true open-source project: as the Source Code Owner and Maintainer, we stand behind OTOBO, continuously develop the platform and provide related business services.

What matters to us: OTOBO is 100% license-free and open-source – and it will stay that way.

  • You develop feature add-ons for specific customer projects – agile and efficiently. If you like, also in direct contact with customers, often in a way that allows them to become part of the standard later on
  • You create sustainable solutions that integrate smoothly into the existing codebase and remain flexible enough to work across different scenarios
  • You work in an owner-managed company with stable financing. No start-up hype. No plans to sell to the highest bidder in two years. Instead: real-world use cases and close collaboration with the global community
  • We work in a distributed setup – part of the team regularly works from the office, others mostly remotely (Germany, Ireland and Portugal). We stay in close daily contact via our chat platform Element and our video platform BigBlueButton. In our weekly team call, we share updates across all OTOBO projects
  • You track your working hours independently
  • How you organise your day-to-day work is up to you
  • Around four times a year, we meet in person at our office on a historic farmstead – because strong team spirit matters to us

Who we are



Rother OSS GmbH | Team OTOBO is the company behind the open-source service management platform OTOBO. Founded in 2011, the company is owner-managed.

As the Source Code Owner and Maintainer, we support the open-source project and continuously evolve the standard together with partners and the community. At the same time, we guide customers through implementation and customisation, day-to-day operations and the targeted expansion of the platform.

Our home base is a historic traditional three-sided farm courtyard near Straubing. With its tower staircase, round windows, natural swimming pond and Harry at the front door, our office is as unique as we are – and so are our ways of working.

While our user base continues to grow, the OTOBO team has remained small and close-knit. We firmly believe that collaboration and shared knowledge are stronger than competition and silos – and that real innovation happens when people work together with confidence and a positive outlook for the future.

What else defines us? Hands-on, refreshingly approachable and genuinely good-humoured.

In everything we do, we value ownership, high quality and mutual appreciation.

Learn more about us here.

Application

Sounds interesting? Apply now!



We’re looking forward to getting to know you!

Rother OSS GmbH
Human Resources
Grit Rother
Oberwalting 31
94339 Leiblfing

Germany

+49 9427 68 39 000

jobs@otobo.io

Perl Developer | Fullstack 5
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Perl Developer | Fullstack 6
Perl Developer | Fullstack 7
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Perl Developer | Fullstack 11
]]> OTOBO Ticket Load Balancer https://otobo.io/en/otobo-ticket-load-balancer/ Wed, 04 Mar 2026 07:35:46 +0000 https://otobo.io/?p=39938 .avia-section.av-u1dycg-2704a3acb720be27e7282a2b7bdd3e19 .av-parallax .av-parallax-inner{ background-repeat:no-repeat; background-image:url(https://otobo.io/wp-content/uploads/2024/10/OTOBOKanbanBoard-AddOnFeature-scaled-e1729149894290.jpg); background-position:0% 0%; background-attachment:scroll; } .avia-section.av-u1dycg-2704a3acb720be27e7282a2b7bdd3e19 .av-section-color-overlay{ opacity:0.5; background-color:#4b85b4; }

ADD-ON FEATURE

Ticket Load Balancer


Automatic ticket distribution based on clear criteria — no manual dispatching required.

The Ticket Load Balancer ensures that incoming tickets are distributed fairly and efficiently within teams — even with high ticket volumes and dynamic team structures.

The add-on was developed by our Enterprise Partner Ayté and made available to the community.

Faster response times — less overload


The OTOBO Ticket Load Balancer optimises the automatic assignment of tickets to service agents.

New tickets are automatically assigned to the most suitable agent — in a structured, transparent way and based on clearly defined criteria.

Individual availability, current workload and ticket priorities are all taken into account.

The distribution is based on:

  • Availability and permissions
  • Ticket priority
  • Current workload
  • Optional: agents’ service capabilities

This ensures that every ticket is handled quickly and efficiently — for a balanced team workload, shorter response times and better service quality.


OTOBO Ticket Load Balancer 12

Intelligent ticket routing


Tickets are consistently assigned to agents who are currently available — and have the capacity to handle them. Agents with a lower overall ticket load and/or less urgent tickets are prioritised.

Exception rules for agents and queues allow ticket assignment to be tailored to specific requirements.

The Ticket Load Balancer considers multiple factors for each assignment:

  • Availability & permissions
    Only logged-in and active agents with Owner or RW permissions for the respective queue are considered.
  • Current workload instead of ticket count
    The assessment of workload also takes into account the priority of tickets already assigned.
  • Intelligent priority weighting
    By default, priorities are weighted as follows:
    1 very low (10), 2 low (20), 3 normal (30), 4 high (40), 5 very high (50).
  • Optional: capabilities in the form of services
    Tickets are assigned only to agents who have the appropriate service defined as a capability.
  • Consideration of working hours
    Automatic distribution takes place only during defined working hours.

The result: fair, transparent and efficient ticket distribution — and better service.

OTOBO Ticket Load Balancer 13

Benefits of the Ticket Load Balancer

  • Time savings through automatic ticket distribution

    No more manual dispatching — tickets are assigned automatically.

  • Clear and transparent rules

    Ticket distribution is transparent and rule-based.

  • Fair workload distribution across the team

    Workload is balanced evenly, helping to prevent overload.

  • Scales with growing ticket volumes

    Maintain consistent service quality even as ticket volumes increase.

Quick to deploy — individually configurable

The Ticket Load Balancer is ready to use immediately after installation and can be flexibly adapted to individual requirements.

The add-on was developed by our enterprise partner Ayté. It is provided free of charge via the OTOBO package manager in the Third Party Addons directory.


Download

OTOBO Partner Ayté Logo

]]> Robotico Digital – New OTOBO Partner in Asia https://otobo.io/en/robotico-digital-new-otobo-partner-in-asia/ Thu, 12 Feb 2026 09:00:36 +0000 https://otobo.io/?p=39529 .avia-section.av-u1dycg-b1aa5bd786cbbaebd15b05a7494b85af{ background-color:#cbe4fc; background-image:unset; }

NEWS | COMPANY

Robotico Digital – New OTOBO Partner in Asia

Robotico

A strong start to the new year – we are pleased to welcome Robotico Digital as first OTOBO partner in the Asia-Pacific region.

Founded in 2020, Robotico Digital operates internationally with offices in Malaysia, Singapore, and India. The team brings more than ten years of experience in IT service management, along with deep expertise in delivering software projects across a wide range of industries.

Robotico Digital supports customers throughout the APAC region – including Malaysia, Singapore, Thailand, and the Philippines – as well as in the United States. The company focuses on application development, automation, robotic process automation (RPA), IT consulting, quality assurance, and managed testing.

Long-standing experience


The team brings more than ten years of experience in IT service management, along with deep expertise in delivering software projects across a wide range of industries. Since 2009, the team at Robotico Digital has been working with OTRS and OTOBO systems. Today, around 20 team members are actively involved in customer and internal projects on the platform.

OTOBO is particularly valued for its flexibility. Its modular architecture, with freely combinable add-on modules, enables tailored deployments for a wide range of requirements – from classic ticketing to structured SLA management.



„We have been working closely with OTRS and OTOBO for many years and use the platform across a wide range of projects. Through this partnership, we aim to contribute our experience and developments more actively to OTOBO.“

Swapnil, Technical Architect at Robotico Digital



Open-source innovation through collaboration


Another key aspect is the open source principle itself: OTOBO’s community-driven development model aligns closely with Robotico Digital’s commitment to not only use software but actively shape it.

Through the partnership, they aim to contribute their experience, extensions, and ideas directly to the project – actively supporting and strengthening the open source community.



„We plan to collaborate on new plug-ins and integrations, providing long-term, reliable support to customers in the APAC region, and help further establish OTOBO across the region.”

Swapnil, Technical Architekt at Robotico Digital



A long-term vision


Reliable framework conditions are essential to this approach. OTOBO’s active community, growing ecosystem, and clear product roadmap ensure continuous innovation, ongoing enhancements, and long-term platform stability.

For Robotico Digital, this combination provides a strong foundation for operating customer solutions sustainably and continuously evolving them over time.

“We have been working closely with OTRS and OTOBO for many years and use the platform across a wide range of projects. Through this partnership, we aim to contribute our experience and developments more actively to OTOBO. We plan to collaborate on new plug-ins and integrations, providing long-term, reliable support to customers in the APAC region, and help further establish OTOBO across the region,” says Swapnil, Technical Architect at Robotico Digital.

Closer collaboration, stronger exchange, greater value


Robotico Digital shares the conviction that true innovation emerges from openness, collaboration, and active exchange within a strong community. OTOBO’s community-driven development approach fits perfectly with the company’s commitment to building and sharing transparent, extensible solutions.


As an OTOBO Qualified Partner, Robotico Digital supports organizations in Asia and the United States with the introduction of OTOBO, advises on optimal usage, supports day-to-day operations, and implements custom feature add-ons. In the APAC region, the company also strengthens direct exchange between users and the OTOBO community.



„With Robotico Digital, we have a partner by our side who shares our values, strengthens the open source project, and supports customers in the APAC region with deep technical expertise and outstanding service.“ 

Stefan Rother, CEO at OTOBO



We look forward to expanding our collaboration with Robotico Digital and shaping the future of service management with OTOBO together – focusing on cooperation, reliability and practical value for users.

Welcome to the OTOBO partner network, Robotico Digital!

]]> OTOBO at Schullogin: Clearer processes and digital independence https://otobo.io/en/otobo-at-schullogin-clearer-processes-and-digital-independence/ Thu, 12 Feb 2026 07:37:41 +0000 https://otobo.io/?p=39251 .avia-section.av-u1dycg-ac6f55a2ebd03546fbecf3b708f5f967 .av-section-color-overlay{ opacity:0.3; background-color:#4b50b4; }

CASE STUDY | Customer Service Management

More clarity, less workarounds and digital independence: Schullogin uses OTOBO

OTOBO at Schullogin: Clearer processes and digital independence 14
  • Implementation: Early 2024
  • Users: 2 teams, 17 agents
  • Ticket volume: Approx. 150 support requests per month
  • Areas of use: Handling support requests related to Schullogin and the services of the Saxon Education Server

OTOBO brings structure to the support processes at Schullogin, the state portal for digital services in Saxon schools – powered by lean open-source technology, reliable service, and a solution that grows flexibly with requirements.

Structure for growing support demands

Schullogin, the central access point for digital education services for schools in Saxony, is a service of the Saxon Education Server (SBS), provided by the Saxon State Ministry for Education and Cultural Affairs (SMK) together with the State Office for Schools and Education (LaSuB). The Centre for Teacher Education, School and Vocational Education Research (ZLSB) at TU Dresden is responsible for operating Schullogin as well as its technical development.

As the use of Schullogin continued to grow, so did the communication effort. An increasing number of emails, follow-up questions, and phone calls had to be handled, while a central overview of open issues and their processing status was missing – making efficient support increasingly difficult.

The team therefore looked for a central, data-sovereign system that will scale with growing demands and can be individually adapted. Independence, data protection, and the ability to flexibly map new requirements were particularly important to the Schullogin team at ZLSB.

“We needed a system that would not only reduce our workload, but also bring clarity and structure.”

Open-source, independent, complying with university standards

“We needed a system that would not only reduce our workload, but also bring clarity and structure,” says Fritz Hoffmann, Research Associate at ZLSB.

As an open-source solution, OTOBO can be deployed on-premises, delivering the digital sovereignty the team was looking for.

Beyond technical considerations – such as an extensive feature set, flexible configuration options, and the ability to develop additional features when needed – it was the underlying philosophy that truly resonated: community instead of rigid licensing models, transparency instead of opacity, and the confidence that invested resources are being used wisely.

“OTOBO combines the best of both worlds: open-source software and dedicated support from the maintainer. And the support, in particular, is exceptional – technically first-rate and simply a pleasure to work with: warm, approachable, and always on equal footing.”

“OTOBO combines the best of both worlds: open-source software and dedicated support from the maintainer.”

A smooth start with strong support

The OTOBO implementation ran smoothly. During the onboarding workshop with Rother OSS, the system was tailored to the requirements of Schullogin and the Saxon Education Server in a very short time.

Different queues ensure clear responsibilities, while agents work with individually assigned permissions. Services were configured exactly to match day-to-day support needs. Custom response templates and suitable plug-ins were also integrated right from the start.

In parallel with the implementation, internal know-how was built up from the very beginning through hands-on workshops. Today, new team members can be onboarded independently with minimal effort.

“The support is exceptional – technically first-rate and simply a pleasure to work with: warm, approachable, and always on equal footing.”

Day-to-day support with OTOBO: faster processes, clearer workflows

Since the introduction of OTOBO, support operations have become far more structured – providing significant relief for the team.

The range of requests is broad, spanning inquiries about Schullogin itself, the use of individual services, technical integrations, and training requests. These come from teachers, parents, students, the Ministry of Education, and the State Office for Schools and Education alike.

Thanks to clearly separated queues and the structured mapping of different subject areas, responsibilities are now transparent at all times.

Requests can be easily reassigned internally instead of asking users to resend emails to a different address. Processes run more smoothly, constant follow-up questions and former workarounds are a thing of the past. Handovers happen with a single click, and phone calls are centrally recorded and processed in a structured way.

The possibility to link an split tickets simplifies the handling of complex cases. Response templates and automated notifications ensure consistent communication – all of which saves valuable time.

The improved collaboration is noticeable across the entire project:
“OTOBO is a game changer for cross-team collaboration – bringing clearer coordination and far smoother workflows,” says Hoffmann.

“OTOBO is a game changer for cross-team collaboration – clearer coordination, smoother workflows.”

Ready for today. Flexible for tomorrow.

Today, OTOBO runs exactly the way the team needs it to: lean, stable, and reliable. New requirements can be integrated at any time with ease, without creating external dependencies.

“With OTOBO, we don’t just have a powerful system – we also have a model that truly feels right: open, fair, and well supported.

We benefit from the freedom of open source instead of a black box, while still having a strong partner at our side. Whenever we need support, someone is there. Our feedback is taken seriously – and OTOBO continues to evolve with us,” says Hoffmann.

“Whenever we need support, someone is there. Our feedback is taken seriously – and OTOBO continues to evolve with us.”

Looking to bring more structure to your support operations, too?
No problem – with us by your side, everything runs smoothly.

We take care of every step and ensure your transition is secure, straightforward, and stress-free.

Talk to us
]]> Robotico Digital, Malaysia, Singapore, India https://otobo.io/en/partner-robotico-digital-malaysia-singapore-india/ Thu, 05 Feb 2026 14:59:17 +0000 https://otobo.io/?p=39213 .avia-section.av-u1dycg-ee0d42245368c9f41dd14fde7cca3d33{ background-color:#4b85b4; background-image:unset; }

QUALIFIED PARTNER

Robotico Digital

Robotico
  • Headquarters:

    Robotico Digital Sdn. Bhd.
    Regus, 1650, Level 16, 1 Sentral, Jalan Stesen Sentral 5
    Kuala Lumpur Sentral
    50470 Kuala Lumpur
    Malaysia

  • Foundation: 2020
  • Employees: 250
  • Contact: info@roboticodigital.com
  • Website: https://roboticodigital.com/
  • Regional coverage:
    • Malaysia
    • Singapore
    • India
    • Middle East
  • Services:

    OTOBO Implementation, Consulting, Support and Development/Customization.

  • Partner Level: OTOBO Qualified Partner

Robotico Digital was incorporated in the year 2020, having its business offices in Malaysia, Singapore, India. Robotico today caters to international customers based in Malaysia, Singapore, and United States. The primary services rendered by Robotico Digital are Application Development, Automation, IT Consulting, Robotic Process Automation (RPA) and Quality Assurance & Managed Testing services. Robotico Digital has a strong team of OTOBO developers supporting various industries.

]]> OTOBO 11.0.15 https://otobo.io/en/otobo-11-0-15/ Wed, 04 Feb 2026 11:10:45 +0000 https://otobo.io/?p=39310 .avia-section.av-u1dycg-4f0600dc7da8df83f368cfa83efc1ff9 .av-parallax .av-parallax-inner{ background-repeat:no-repeat; background-image:url(https://otobo.io/wp-content/uploads/2024/04/pexels-christina-morillo-1181271-2-scaled-1-2-300x200.webp); background-position:0% 0%; background-attachment:scroll; } .avia-section.av-u1dycg-4f0600dc7da8df83f368cfa83efc1ff9 .av-section-color-overlay{ opacity:0.4; background-color:#b44b50; }

RELEASE NOTES

OTOBO 11.0.15 – Patch Level Release

  • RELEASE DATE:
  • RELEASE TYPE:
  • RELEASE:
  • February 4, 2026
  • OTOBO 11.0
  • Patch Level Release

Enhancements

  • [Enhancement] Advanced database configuration
    Database connection attributes can be defined directly in the Config.pm. [#5054]
  • [Enhancement] More data in support data analysis
    Additional database information in the Support Data Collector makes troubleshooting easier and speeds up analysis. [#5104, #5096]

Bug Fixes

  • [Bugfix] Correct display in the CKEditor: Highlighted text and links are displayed correctly again [#4958].
  • [Bugfix] More stable display of MultiValue Fields: ACL rules now apply reliably to dynamic fields with multiple values [#4790]. Multi-value fields hidden via ACL are also displayed correctly when some values are empty [#4843].
  • [Bugfix] Cleaned up ticket history for dynamic fields: Redundant history entries have been removed—for better clarity and traceability [#4988].

Next steps

Update to OTOBO 11.0.15

We recommend updating your system.

➞ Download Patch

OTOBO 11.0 Change Log

A comprehensive overview of all current and past changes.

➞  All changes

Security patch? System update?
You don’t have to handle it on your own.

For our support customers: Simply get in touch via the portal or give us a quick call—we’re here for you.

Not working with us yet? Maybe now is the perfect time.

Contact
]]> OTOBO in the OSBA – achieving more together https://otobo.io/en/open-source-business-alliance-otobo/ Wed, 14 Jan 2026 10:11:40 +0000 https://otobo.io/?p=38636 .avia-section.av-u1dycg-b1aa5bd786cbbaebd15b05a7494b85af{ background-color:#cbe4fc; background-image:unset; }

NEWS | COMPANY

OTOBO in the OSBA – achieving more together

We are very pleased to have been an official member of the Open Source Business Alliance (OSBA) – the Federal Association for Digital Sovereignty – since November 2025.

With more than 250 member organizations, the OSBA is the largest network of open-source stakeholders in Germany. It brings together software vendors, IT service providers, start-ups, public authorities, research institutions, and committed individuals—united by the shared belief that open-source software plays a key role in a self-determined digital society.

The OSBA connects these voices, strengthens their impact in political discussions, and creates space for exchange—on a technical, strategic, and very practical level. This combination of a clear stance, open dialogue, and hands-on work convinced us: this is where we want to contribute.

OTOBO in the OSBA – achieving more together 15

Why Open Source Is More Than a Licensing Model for Us


This membership is a logical step for us: OTOBO is not an open service management platform by chance. Open standards, transparency, and genuine collaboration are the foundation and starting point of our work.

We forked OTOBO because opportunities for the community to actively contribute to the predecessor project were increasingly restricted—out of conviction and well before its end of life. Our goal was clear: to build a fully open-source service management solution with a strong and active community.

For us, open source means more than making code publicly available. It means thinking about development collaboratively and sharing responsibility—both in customer projects and in our partnerships. In everyday practice, this means implementing features in a way that fits the standard whenever possible, so everyone can benefit. It means sharing effort across many shoulders and developing things once instead of multiple times in parallel.

Then as now, this principle applies: OTOBO is and remains 100% open source and free of license costs. There is no business edition, no paid add-ons, and no hidden limitations.

Of course, a different business model might generate higher profits. But for us, it is equally important to act responsibly, sustainably, and with the common good in mind.

What This Has to Do with Digital Sovereignty


Digital sovereignty is a term that is used frequently—and often remains abstract. For us, it is very concrete.

Digital sovereignty means retaining control over your own systems and data. Knowing what your software does. Deciding where it runs. And avoiding dependencies that are difficult—or impossible—to escape.

Especially today, this is not a theoretical ideal but a practical necessity. For public administrations and critical infrastructures, but also for companies and individuals. Those who do not understand their technical dependencies today will pay the price tomorrow—financially, organizationally, or politically.

Open source is not a cure-all, but it is a crucial prerequisite. Open-source software creates transparency. It enables choice. It allows adaptation and gives users the freedom to make informed, self-determined decisions.

For us as a software provider, digital sovereignty also means taking responsibility: for maintainable software, for long-term development, and for an ecosystem focused not on short-term gains but on sustainability.

That is why, in further development, we make sure to implement individual requirements in ways that strengthen the overall standard—instead of creating custom solutions that lead to long-term dependencies. The result is software that uses resources efficiently and genuinely supports independence.

Why the OSBA Is the Right Network for Us


We are convinced that openness, collaboration, and shared knowledge form the foundation of a future-ready digital society.

At a time when open technology and independence are gaining increasing importance due to current political developments, we believe the moment has come to not only live this mindset within our own product, but to actively contribute on a broader level as well.

At the OSBA, organizations and individuals come together who see open source not as a niche topic, but as the foundation of the digital future. For digital sovereignty to be more than a buzzword, open source needs a shared voice. Individual companies can make a difference—but structural change happens when many join forces.

That is why we joined the OSBA. We want to be part of a network that actively shapes and advances digital sovereignty and sustainable IT structures.

OTOBO in the OSBA – achieving more together 16

A First Concrete Step – OSBA Connect


In November, we were already in Berlin for our first general assembly as a member: OSBA Connect 2025.

It quickly became clear how committed and diverse the open-source community is—and how much energy and shared vision this network brings together. In discussions, panels, and working groups, the focus was on very concrete questions, such as:

  • How can open source act as an innovation driver for modernizing the public sector?

  • What is needed to ensure open source is better considered in public procurement?

  • Which framework conditions are required to operate open solutions sustainably?

  • How can collaboration succeed across organizational and national boundaries?

Practical insights illustrated both opportunities and challenges—and showed what is truly possible.

Equally valuable to us was the personal exchange. The conversations, impulses, and open atmosphere confirmed one thing clearly: this is not just about technical solutions, but about shared responsibility and the question of how we can shape our digital future independently.

We are very much looking forward to getting actively involved and contributing our part.

]]> OTOBO 11.0.14 https://otobo.io/en/otobo-11-0-14/ Wed, 17 Dec 2025 11:24:19 +0000 https://otobo.io/?p=38263 .avia-section.av-u1dycg-4f0600dc7da8df83f368cfa83efc1ff9 .av-parallax .av-parallax-inner{ background-repeat:no-repeat; background-image:url(https://otobo.io/wp-content/uploads/2024/04/pexels-christina-morillo-1181271-2-scaled-1-2-300x200.webp); background-position:0% 0%; background-attachment:scroll; } .avia-section.av-u1dycg-4f0600dc7da8df83f368cfa83efc1ff9 .av-section-color-overlay{ opacity:0.4; background-color:#b44b50; }

RELEASE NOTES

OTOBO 11.0.14 – Patch Level Release

  • PUBLISHED:
  • RELEASE TYPE:
  • RELEASE:
  • December 17, 2025
  • Patch Level Release
  • OTOBO 11.0.14

Changes

  • [Changes] Improved default table styling in the RichText editor
    Tables in the RichText editor now use an updated default styling. This improves readability and ensures a more consistent appearance, especially for documentation and structured ticket information. [#4800]
  • [Change] CKEditor 5 now generates HEX color styles instead of HSL for improved compatibility. [#4766]

Enhancements

  • [Enhancement] New transition action “TicketPrioritySet”
    Ticket priorities can now be set automatically within processes. [#4896]
  • [Enhancement] Extended use of ticket reference fields
    In the DynamicFieldSet transition action, ticket reference fields can now be used to define the TicketID. [#4818]
  • [Enhancement] Improved search accessibility
    The Elasticsearch search box now supports an access key for faster and more convenient use. [#4810]

Bug Fixes

  • [Bugfix] Minor fixes in the High Contrast skin to improve accessibility. [#4899]
  • [Bugfix] Charts in reports now work correctly again in the default Docker environment. [#4890]
  • [Bugfix] Calendars are now fully configurable: administrators can manage all groups (new: LightAdmin functionality). [#4724]
  • [Bugfix] Dynamic fields with namespaces can again be used as filters in statistics. [#4844]
  • [Bugfix] Fixes for MultiValue set templates in the CustomerTicketProcess. [#4866]
  • [Bugfix] Fixed an issue where AJAX updates for set fields did not work in the CustomerTicketProcess. [#4868]
  • [Bugfix] More flexible CSS generation in the login area without a hardcoded default skin. [#4797]

Notes

Some dependencies have been updated. If ITSMConfigurationManagement is in use, it should also be updated in order to use the updated CodeMirror editor for editing ConfigItem definitions.

Next steps

Update to OTOBO 11.0.14

We recommend updating your system to the latest version.

➞ Download Patch

OTOBO 11.0 Change Log

A comprehensive overview of all current and past changes.

➞  All Changes

Security Patch? System-Update?
You don’t have to handle it on your own.

For our support customers: simply open a ticket through the portal or give us a quick call — we’re here to help.

Not working with us yet? This might be the perfect time. We’ll be happy to support you with your next update.

Get in touch — we look forward to hearing from you!

Contact
]]> OTOBO Service Catalog – Add-On https://otobo.io/en/otobo-servicecatalog-add-on/ Tue, 11 Nov 2025 14:20:52 +0000 https://otobo.io/?p=35759 .avia-section.av-u1dycg-361c3be2abe9bb5822d98532295c08c2 .av-section-color-overlay{ opacity:0.5; background-color:#4b85b4; }

ADD-ON FEATURE

OTOBO Service Catalog


One portal. All services. For IT and beyond.

The OTOBO Service Catalog is an organized, searchable digital overview of all services provided by IT and other departments. It allows you to offer employees and customers productivity-enhancing services around the clock – and helps you streamline service delivery across the organization.

Benefits of the OTOBO Service Catalog

  • Enhanced transparency

    The service catalog provides a clear overview of all available services – both IT and non-IT.

  • Easy access to services

    Users can easily access the service catalog via the service portal to find and request the services they need.

  • Higher service quality

    The service catalog enables standardization of services and processes, ensuring more consistent service delivery and an improved user experience.


  • Self-Service

    Users can independently select and request services without requiring support from your team, increasing the efficiency of the delivery process.

  • Boost your efficiency

    Automation of service requests and delivery helps save valuable time and resources.

  • Higher customer satisfaction

    A well-structured and accessible service catalog improves user satisfaction by allowing users to quickly find and request the right services.


OTOBO Service Catalog - Add-On 17

SERVICE CATALOG

Functions


Give employees and customers convenient access to the service catalog via the self-service portal, while streamlining service delivery through automation.

One service portal – for IT and beyond


Your central, user-friendly self-service portal gives employees and customers quick access to a structured service catalog. Whether it’s IT support, customer service, onboarding, or facility management – all enterprise services are clearly listed, well organized, and easy to find.

OTOBO Service Catalog - Add-On 18
OTOBO Service Catalog - Add-On 19

Request services anytime, anywhere


The OTOBO Service Catalog is also available on mobile devices for both employees and customers. They can create incident reports and service requests directly on site using their smartphones or tablets, and track the progress of existing requests at any time. Approval workflows for service requests can also be handled easily and conveniently by managers on the go.

Faster service delivery with automated workflows


With the OTOBO Service Catalog, you can automate service portal workflows by defining events, schedules, external triggers, conditions, and rules – whether it’s multi-level approval processes, managing purchase orders, or handling goods receipt.

➞ More about Workflow Automation

OTOBO Service Catalog - Add-On 20

More Functions

In the OTOBO Service Catalog, you organize all IT and non-IT services into logical categories and subcategories to simplify navigation and search.

Each service includes a detailed description covering its features, functions, availability, requirements, and any associated costs. In OTOBO, you can also add a meaningful image to visually support the service description.

In OTOBO, you create services in a single step – including categories, dynamic fields, and rules. ACLs and visibility settings are applied automatically. Once set up, all key details like name, SLA, responsibilities, and usage are available in one central place – so you always stay in control.

Users can request services directly from the OTOBO Service Catalog, optionally selecting specific options or providing additional information.
Whether employees or customers can see a service is controlled granularly via Access Control Lists (ACLs) and permissions. This allows even complex service catalogs to be mapped in a multi-tenant environment – without overwhelming users.

For selected services, approval workflows can be added to make sure requests are validated before execution. If the responsible manager is identified via Active Directory, OTOBO can automatically involve them in the approval step.

Quickly find the right service – even in large catalogs – to boost productivity.

Inform employees and customers about limited service availability to help reduce ticket volume. Use the self-service portal to publish critical outages as a news ticker or info tile.
Affected users stay informed and up to date on progress – relieving the workload on your service team.

Define SLAs with response, resolution, and escalation times. OTOBO monitors them automatically and alerts your team when thresholds are reached – ensuring transparency, reliability, and satisfied users.

Package-Updates

  • Fixed picture upload for service description

Streamlined effort. Maximum transparency.

  • Centralized service management: Keep all service descriptions and related information in one place – no more jumping between admin interfaces.
  • Set up services in just one click: OTOBO takes care of categories, dynamic fields, and even creates the necessary ACLs automatically.
  • Now fully translatable: All elements – from categories to labels – support multiple languages.

What’s New?

Unified Ticket Screens:

Customizations from the Service Catalog and ITSMIncidentProblemManagement masks have been merged into ITSMCore. This ensures full compatibility between the modules.

Centralized Priority Calculation:

The CIP matrix (Impact & Criticality) is now integrated into ITSMCore.

→ Configure via: ITSM::Frontend::CIPAllocationDefault ###PriorityByCIP

→ Optional: Events from the Service Catalog can still be used as an alternative.

More Clarity in the Ticket View:

With ITSMCore installed, AgentTicketZoom now automatically displays additional information on Service Incident State and Service Criticality.

Technical Notes

Alongside the update of the Service Catalog (11.0.4), updated versions of ITSMCore (11.0.6) and ITSMIncidentProblemManagement (11.0.2) were also released. The most important change concerns the internal handling of ticket data.

Service Catalog and IncidentProblemManagement can now be installed in parallel.

Important for the Update:

  • Check Language Assignment:
    When updating the Service Catalog, service descriptions are assigned to the system’s default language.
    → If you use multiple languages: briefly review the content and copy texts where needed.
    → If only one language is used, no manual action is usually required.

You can easily download the add-on via the OTOBO package manager.

➞ Technical details and installation instructions are available in the documentation.

Let’s talk about your project!

What are your goals? Where do you currently stand? Which requirements matter most to you?
We listen, think along with you – and support you with practical, real-world solutions.

Together, we’ll find the path that suits you best: tailored, solution-focused, and achievable.

Let’s get started – together
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