A ticketing system is a software system that works on the centralized management of multi-channel customer requests. It can help streamline workflow processes, track and resolve requests more effectively, and improve customer satisfaction. The ticket in this case is the same as the medical report which records the description, process and outcome of the problem. Finally, it is archived after closing http://doc.otrs.org/3.3/en/html/introduction.html.Open-source Ticket Request System (OTRS), is a free, open source and AGPL system http:// www .gnu.org/licenses/agpl-3.0.html licensed software packages. OTRS is divided into several components. Functionally, the main component is the OTRS framework which includes all central functions for the application and ticket system, including the user interface, mail interface, tickets and system aspects. OTRS is a web application and provides user-friendly interfaces separately for customers and agents. The interface is available in several modern web browsers, including mobile platforms. The web interface can be customized with another theme or skin. OTRS has a customizable and powerful agent dashboard design that allows the agent to add their own ticket overview and check the ticket statistics diagrams on it. Additionally, the reporting engine could be extended with emf statistics and scheduling options. Process management allows the user to define their own ticket-based processes which the ticket can automatically transfer to the next state with minimal manual operation. OTRS has built-in rights management that could be extended with detailed access control lists (ACLs). Support for 30's languages ​​and multiple choice time zones make it suitable for the international operating environment. In the main interface appearance, OTRS support for MIMEhttp://tools.ietf.org/html/rfc2046 emails with attachments. To increase the security of sensitive content and improve search speed, OTRS automatically converts HTML to plain text messages. When the system receives an email, the mail will be filtered and preprocessed according to predefined rights. For example, the email containing your ticket number will link directly to the specified ticket. PGP and S/MIME standards are accepted for key/certificate management and email processing. You can respond to the ticket based on predefined queue templates. Agents are notified when the ticket is created, updated, and whenever a status change occurs which improves ticket follow-up. Additionally, the agent can define custom follow-up rules based on the call, ticket or request. The ticket number is generated by the system. The generation rule is editable.OTRS saves external and internal communication information in tickets. The ticket is classified at least according to queues. There are service modes to observe existing tickets based on ticket attributes. The ticket history is different from the communication record, which indicates the administrative operation of the ticket (system change, agent operation, etc.). The ticket can be managed by replying, forwarding, updating attributes, and so on.