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Comment Re:OTRS (Score 1) 321

We too use otrs. It allows for e-mail creation of tickets, the backend data is stored in MySQL and we use in-house Crystal Reports expertise to extend reporting. You can create custom fields.

The administration is not as well documented as it could be, but the mailing list is active.

I had not heard of RT, so I can't say how it compares, but otrs works well for us.

"Summit meetings tend to be like panda matings. The expectations are always high, and the results usually disappointing." -- Robert Orben