OTRS
OTRS is a service management and ticketing system available as open source (community edition via Znuny) or commercial cloud service by Rother OSS GmbH (Germany). It provides ticket management, ITIL processes, customer portals, and workflow automation. EU based and EU hosted, OTRS is a strong GDPR compliant helpdesk option.
What does OTRS do?
What Is OTRS?
OTRS is a service management and ticketing system from Germany. The open source community edition (Znuny) is self hosted. The commercial version by Rother OSS GmbH offers EU cloud hosting (Germany). OTRS provides ITIL processes, ticket management, customer portals, and workflow automation. EU based and EU hosted, it offers strong GDPR compliance foundations. Session cookies for authenticated users. Legal basis: contract or legitimate interest. Steps: DPA for cloud, RBAC, retention, DPIA if sensitive ITSM data. Alternatives: Zammad, osTicket, FreeScout, ServiceNow.
OTRS and the GDPR
- Legal basis
- Contract performance (Art. 6(1)(b)) or legitimate interest (Art. 6(1)(f)) for support operations
- Risk level
- low
- Applicable regulations
- GDPR, ePrivacy, UK GDPR, ISO 27001 (OTRS Group)
Impact assessment (DPIA)
DPIA recommended for large scale support operations. EU based (Germany) and EU hosted reduces risk. Assess: ticket content, customer portal data, email integration, ITIL process data, file attachments.
Sample text for your banner
This site uses OTRS for service management. Data is processed by Rother OSS GmbH (Germany, EU). Please refer to our privacy policy.
What OTRS sets and contacts
- Tracking method
- self hosted or cloud ticketing system, session cookies, email integration, ticket workflow automation, customer portal
- Server location
- Self hosted: customer controlled. OTRS Cloud (Rother OSS GmbH): EU (Germany)
- Cookieless mode available
- Yes
Cookies set (2)
| Name | Type | Duration | Purpose |
|---|---|---|---|
| OTRSAgentInterface | authentication | Session | Agent session cookie for OTRS dashboard. |
| OTRSCustomerInterface | authentication | Session | Customer portal session cookie. |
Third-party domains contacted (2)
otrs.comportal.otrs.com
Frequently asked questions about OTRS
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Cookies?
Session cookie. CSRF token. No third party cookies.
Consent required?
Not for internal use. Customer portal session cookies may need notice.
Legal basis?
Contract performance or legitimate interest.
Transfers?
No. German company, German hosting for cloud. Self hosted: full control.
DPIA?
If processing sensitive ITSM data at scale.
Compliance?
DPA for cloud, RBAC, retention, email integration security, DPIA.
Alternatives?
Zammad, osTicket, FreeScout, ServiceNow, Jira Service Management.
Cookie policy?
Document session cookie if public. EU hosting simplifies everything.
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