Hi Luis, > As we know OTRS complies with itil/iso20000, the question here is if otrs > has > a module to manage also documents that iso needs, like quality manual and > records and all stuff. The main idea is to have all in one tool and not to > use > many.
As Nils already wrote, you can store documents within articles or changes in OTRS. If you're looking for a document management system, OTRS and it's public available extensions will probably disappoint you (currently). You could use some open source DMS and have it connected with your OTRS. If you can mount a (or multiple) document shares to the system where OTRS runs, you could use the document-link-extension of Kix4OTRS (f.k.a. OTRS::CiCS) to create links between tickets and documents wihtin your share. These documents can be accessed directly at the ticket as linked objects. The access to configured shares can be restricted to certain groups, roles or single users. The document -link-backend is able to track changes in the path in which a document is stored. So if you rename or move your linked document in the share, the corresponding link between the ticket and the document won't get lost. regards, Torsten Thau -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de
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