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.
HERMESfax is a fax document management system that offers simple workflows and feature-rich possibilities. Features include sending and receiving faxes, forwarding faxes between users, management of user documents, workflow management, and supervising the service. It is a Web-based application offering: persistence of historical documents in an SQL database (MySQL and PostgreSQL), filesystem load balancing, multi-user access, privacy and security of documents, and hierarchical management of workflows.