OTOBO

OTOBO is a fully‑self‑hosted, web‑based ticketing engine that extends the classic OTRS Community Edition into a modular Service Management Platform. At its core, it exposes a REST‑style API and a rich SOAP interface that let developers create, update, and query tickets, attachments, agents, queues, and knowledge‑base articles programmatically. The application is written in Perl 5 and leverages the Catalyst web framework for routing, request handling, and templating. Database interaction is abstracted through DBIx::Class, with support for MySQL/MariaDB and PostgreSQL out of the box. The UI is built with a combination of HTML5, CSS3, and JavaScript (jQuery + custom widgets), allowing for easy theming via the Config module and CSS overrides.

Architecture

• Language & Framework: Perl 5 + Catalyst
• ORM: DBIx::Class (supports MySQL, MariaDB, PostgreSQL)
• Web Server: Compatible with Apache HTTPD (mod_perl), Nginx + FastCGI, or standalone Catalyst server for development
• Frontend: Vanilla JS + jQuery; optional integration with React/Vue via the REST API
• Extensibility: Modules are packaged as CPAN distributions; each module follows the Kernel::Modules namespace convention
• Deployment: Docker images are provided in the repository, enabling container‑oriented CI/CD pipelines; alternatively, a classic LAMP stack installation is supported

Core Capabilities

• Ticket Lifecycle: Create, assign, transition, close, and reopen tickets with customizable state machines
• Knowledge Base: FAQ engine with full‑text search, category hierarchy, and permission controls
• ITSM Enhancements: Optional CMDB module for asset management; change, incident, problem, and request workflows
• Automation: Rule engine (Kernel::System::EventHandler) that triggers actions on ticket events, supports email notifications, webhook callbacks, and custom Perl scripts
• API: REST endpoints for CRUD operations; Webhooks for real‑time integrations; SOAP support for legacy systems
• Security: Role‑based access control, LDAP/Active Directory integration, SSL/TLS enforcement

Deployment & Infrastructure

OTOBO is designed for self‑hosting on commodity hardware or cloud VMs. Minimum requirements are modest (≥2 GB RAM, 1 core CPU), but for production workloads a multi‑node setup is recommended. The Docker images expose environment variables for database credentials, SMTP settings, and feature flags, making it straightforward to spin up replicas behind a load balancer. Horizontal scaling is achieved by running multiple Catalyst instances and sharing the same database; for high availability, PostgreSQL streaming replication or MySQL Galera cluster can be employed. The application also supports background job queues via Kernel::System::Queue, enabling asynchronous processing of email notifications and webhook calls.

Integration & Extensibility

Developers can extend OTOBO by writing Perl modules that hook into the event system or by adding new REST endpoints. The modular architecture means each feature (e.g., CMDB, SLA management) is a separate CPAN package that can be enabled or disabled via the Config.pm. Plugin developers can also add custom UI widgets by placing JavaScript and CSS in the var/ directory, which are automatically served. Webhooks can be configured per ticket queue to push state changes to external services (e.g., Slack, Jira). The open‑source license (GPLv3) allows commercial use and redistribution of extensions without additional fees.

Developer Experience

OTOBO’s documentation is hosted on doc.otobo.org, providing a comprehensive manual, API reference, and module development guide. The source code follows CPAN conventions, making it easy to run perl Makefile.PL and use standard Perl tooling (cpan, App::cpanminus). The community is active on the official forums and GitHub issues; contributors are encouraged to follow the contribution guidelines, which include labeling, issue triage, and pull‑request templates. The project’s long‑term roadmap is visible in the GitHub milestones, giving developers confidence about future feature parity and security updates.

Use Cases

• IT Helpdesk: Deploy OTOBO as an internal ticketing system with LDAP authentication, automated incident workflows, and a self‑service knowledge base.
• Customer Support: Expose the REST API to a front‑end portal, enabling customers to submit tickets via a custom React app while leveraging OTOBO’s SLA tracking.
• DevOps Ops: Integrate OTOBO with monitoring tools (e.g., Prometheus Alertmanager) via webhooks to create tickets automatically for critical alerts.
• Asset Management: Use the CMDB module to track physical assets (servers, laptops) and tie them to incidents for root‑cause analysis.

Advantages

• Full Open Source: GPLv3 licensing removes the need for costly commercial licenses, while still allowing professional support from Rother OSS.
• Modular Flexibility: Add or remove features without touching core code; the event system lets you inject custom logic.
• Performance: Perl/Catalyst provides low‑overhead request handling; the ORM layer keeps database interactions efficient.
• Community & Professional Support: Active forums, GitHub issue tracker, and a dedicated service team give developers both peer and expert assistance.
• Scalability: Docker‑friendly, multi‑node deployment, and support for replicated databases make OTOBO suitable for medium to large enterprises.

In summary, OTOBO offers a robust, extensible