First Advisor

Plantz-Masters, Shari


College for Professional Studies

Degree Name

MS Computer and Information Technology


School of Computer & Information Science

Document Type

Thesis - Open Access

Number of Pages

70 pages


The productivity of many organizations in the IT industry suffer greatly because most have yet to implement a process to manage and track IT issues from the time a problem is reported by the enduser to the time in which the problem is resolved. Until such a process exists, many organizations will find themselves unable to effectively manage time and resources thus resulting in unnecessary downtime, decrease in productivity and ultimately becoming an organization who "throw money at the problem" instead of fixing the root cause. One such solution would be to use a trouble ticket system application. There are many trouble ticket system applications developed by commercial companies but for organizations with limited financial resources there are just as many open source, or free, solutions to consider. This paper discusses the various phases used to implement a zero cost open source trouble ticket system application called Open Source Ticket Request System (OTRS) in a government work environment.

Date of Award

Spring 2009

Location (Creation)

Colorado (state); Denver (county); Denver (inhabited place)

Rights Statement

All content in this Collection is owned by and subject to the exclusive control of Regis University and the authors of the materials. It is available only for research purposes and may not be used in violation of copyright laws or for unlawful purposes. The materials may not be downloaded in whole or in part without permission of the copyright holder or as otherwise authorized in the “fair use” standards of the U.S. copyright laws and regulations.