Upgrades without drama
Minor and framework upgrades with a snapshot first, scripted steps, a checked rollback path and a few minutes of downtime.
Ticket systems · OTRS · OFORK · Znuny · OTOBO · Deutsch
OTRS and OFORK, run by people who use them every day
Our own support desk runs on OFORK, and before that it ran on OTRS. We upgrade it, tune it, connect it to telephony and monitoring, and write packages for it. We offer the same work to companies that run OTRS Community Edition or one of its forks.
What we have done on our own system
Everything below is in production on the ticket system that handles our customer support, mail and alarms.
Database performance
PostgreSQL tuning for a large ticket database: query statistics, indexes on the busy log tables and settings sized for the server.
Single sign-on
Agent login through an external identity provider, with session lifetimes that do not throw away half-written replies.
Mail that arrives
Inbound mail accounts, outbound relay, postmaster filters and monitoring that tells us when mail stops moving.
Telephony integration
Calls and missed calls from the phone system turn into tickets or articles automatically.
Monitoring and alarms
Security and availability alarms arrive as tickets in their own queues, and only for the systems that should create them.
Public status page
Our status page is fed from a dedicated ticket queue, so maintenance notices are written where the work is tracked.
Packages and REST
Own OPM packages, ports of packages between forks, and scripts on the REST interface for replies, merges and article visibility.
Consulting for OTRS and its forks
OTRS Community Edition is no longer maintained, and many installations still run on it. Znuny, OTOBO and OFORK all continue from the same code base. We help you decide where to go and get you there.
Assessment
A look at your current installation: version, packages, customisations, mail setup, database and security. You get a written report with clear next steps.
Upgrades and moves
Planning and carrying out upgrades, server moves and the change from an old OTRS version to a maintained fork, including packages and data.
Packages and integrations
Custom OPM packages, ports of existing packages, and connections to phone systems, monitoring, identity providers and other tools.
Operation
Troubleshooting when mail stops or the system gets slow, and ongoing operation as a managed service with monitoring and agreed support hours.
Free download · GPLv3
TicketEMLDownload for OFORK 12
Sometimes you need the original email from a ticket: for a mail provider's abuse desk, for a spam report, for a legal hold or to check headers and signatures. OFORK keeps the original source of every email, but getting it out took several clicks per message. TicketEMLDownload adds a Download email entry to the ticket menu that returns the original message as an .eml file.
- One email in the ticket: the menu entry downloads it straight away.
- Two to ten emails: a list with sender, subject and date, one download link each.
- More than ten: a short form asks for the ArticleID, which the core "Plain Format" view shows.
- Received and sent mail are both included. Notes, phone articles and emails without a stored source are skipped, and the entry is hidden when nothing qualifies.
- Agents need read permission on the ticket, the same as for the core plain view. English and German texts are included.
Install it in Admin, Package Manager, or with bin/ofork.Console.pl Admin::Package::Install TicketEMLDownload-12.0.2.opm. Remove it with Admin::Package::Uninstall TicketEMLDownload.
Checksums: SHA256SUMS. Provided as is, without warranty. Test on a staging system first.
- Package
- TicketEMLDownload
- Version
- 12.0.2, 10 November 2026
- Requires
- OFORK 12.0.1 or later in 12.0.x. No extra Perl modules.
- Tested on
- OFORK 12.0.3, database article storage
- License
- GNU GPL v3 or later
- Author
- Silvan Gebhardt, openfactory nordic oy
Why we give it away
Every OTRS fork stands on more than twenty years of work by the OTRS developers and community, and on the people who kept the code alive after the Community Edition ended. We build our support desk on that work every day. The framework is GPL software, so a package like this is open source in any case. We would rather publish it properly, with source and a clear license, than keep a copy to ourselves.
If you improve it or port it to Znuny or OTOBO, we are happy to hear about it.
OTRS is a trademark of OTRS AG. OFORK, Znuny and OTOBO are the names of their respective projects. openfactory nordic oy is not affiliated with OTRS AG or with any of these projects.
Stuck on an old OTRS, or want more out of your ticket system?
Tell us which version you run and what bothers you. A slow system, mail that does not arrive, an upgrade you keep postponing or an integration you need are all normal requests.