A trouble ticketing system is a software system that operates on the centralized management of multi-channel customer requests. It can help streamline workflow processes, track and resolve requests more efficiently, and improve customer satisfaction. In this case, the ticket is the same as the medical report which records the description of the problem, the process and the result. Finally, it is archived after its closurehttp://doc.otrs.org/3.3/en/html/introduction.html.Open-source Ticket Request System (OTRS), is a free, open-source and AGPL systemhttp:// www .gnu.org/licenses/agpl-3.0.html licensed software packages. OTRS is separated into several components. Functionally, the main component is the OTRS framework which includes all core functions of the application and ticketing system, including user interface, messaging 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 is allowed to be customized to 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 ticket statistics charts. Additionally, the reporting engine could be extended with female statistics and scheduling options. Process management allows the user to define their own ticket-based processes that the ticket could automatically transfer to the next state with minimal manual operation. OTRS has built-in rights management that could be extended with fine-grained access control lists (ACLs). 30's language support and multiple choice time zones enable it to adapt well to the international operating environment. In the main aspect of the interface, OTRS support for MIME emails http://tools.ietf.org/html/rfc2046 with attachments. To increase the security of sensitive content and improve search speed, OTRS automatically converts HTML into plain text messages. When the system receives mail, it will be filtered and preprocessed according to predefined rights. For example, an email containing a ticket number will be directly linked to the specified ticket. PGP and S/MIME standards are supported for key/certificate management and email processing. The ticket can be responded to based on predefined queue templates. Agents receive notification when the ticket is created, updated, and whenever a status change occurs, improving ticket tracking. Additionally, the agent can set custom tracking rules based on the call, ticket or request. The ticket number is generated by the system. The generation rule can be modified. OTRS records external and internal communication information in tickets. The ticket is classified at least by queues. There are service ways to look at existing tickets based on their attributes. The ticket history is different from the communications record, which indicates the administrative operation of the ticket (system change, agent operation, etc.). The ticket can be managed by replying, forwarding, updating attributes, etc...