CUPERTINO, CA--(Marketwire - November 10, 2010) -  OTRS (, the world's leading provider of open source Help Desk and ITIL-compatible IT Service Management (ITSM) solutions, and GroundWork Open Source (GWOS, the leader in commercial open source systems and network management software, today announced a strategic partnership to create a combined enterprise monitoring and two-way ticketing solution. This offering allows IT managers to submit tickets directly to OTRS via GroundWork Monitor and track relevant ticket information.

"The combination of enterprise monitoring with two-way ticketing provides a powerful new way to reduce costs and enhance customer service," said David Dennis, GroundWork Senior Director of Marketing and Business Development. "We are excited to showcase our OTRS integration at the upcoming webinar."

"Integration between core IT Service Management systems means that customers can reap the benefits of structured notifications and issue management with OTRS without leaving their monitoring environment in GroundWork Open Source," said Paul Salazar, General Manager of OTRS Incorporated. "Our partnership means higher performance solutions for customers using open source software in their IT infrastructure."

A free webcast will provide an overview of both products as well as a demo of the integration in action. During the one-hour event, IT managers will learn how to monitor help desk ticketing with real-time reliability.

Who: David Dennis, Sr. Director of Marketing & Business Development, GWOS; Dr. Dave Blunt, VP of Services, GWOS; and Paul Salazar, GM of OTRS USA
What: "GroundWork Monitor and OTRS Integration"
When: Wednesday, November 17, 2010 at 8 am PST; 4 pm GMT
Where: Please register in advance at

About OTRS
OTRS is the leading open-source service innovation suite, providing a Help Desk, an ITIL V3-certified IT service management (ITSM) solution, an associated iPhone app, and an underlying technology platform, delivered as an on-demand Help Desk or as freely downloadable open source software. Over 80,000 corporate groups worldwide use OTRS to improve service, increase customer satisfaction, and lower costs. OTRS is available in 27 languages, enabling multinational corporations to consolidate their service operations onto a single, unified solution. Worldwide enterprise support includes process design, implementation, customization, and hosting. Key customers include NASA, Siemens, Nokia, and Toshiba. For more information on OTRS products and services, please visit