kgrep searches through a file or files for a specified pattern and displays the target line containing the pattern as well as a certain number of lines on either side of the target line. GNU grep can do this with the -A, -B and -C switches, and other platform-specific grep implementations may have similar functionality. The main advantage to kgrep is that it's small and can be easily used on any system that has Perl5 installed, rather than going through the hassle of installing a different grep binary (this is actually what the author uses it for most often).
OTRS is a platform independent Web-based help desk system that supports service organization of any kind (e.g. IT service, customer and technical product service, complaint management, public services, etc.) to increase their efficiency. It increases transparency as well as service quality and lowers your total cost of ownership. It has been certified ITIL V3 compatible by PinkVERIFY for incident, problem, change, service asset and configuration, request fulfillment, and knowledge management. Other ITIL processes like service catalog and service level management are supported as well.