OMNITRACKER Reviews

“slow performance

Pros

I cant point to any specific advantage of the this tool. It offers different ticket types such as service requests or incidents but that's something every other ticketing system provides as well. Im not really a fan of it cause there are clearly much better products available on the market.

Cons

It feels very slow sometimes a bit too much when connected through VPN, cause apparently every single button triggers an SQL query. You also have to do a lot of customization yourself before the product works the way you actually want it to. The system floods your inbox with far too many emails.

“The UI is outdated

Pros

Its fairly simple to use and it gives you a lot of flexibility cause almost everything can be programmed with scripts.

Cons

This software may have been strong 10 years ago but it feels outdated now. The interface is not modern and the lack of search options for folders, fields, actions and message templates is really frustrating. Using it with an Oracle database is a nightmare. The email interface can stop working without any warning and troubleshooting it is extremely difficult. When there are more than 40,000 emails to process, it can take an entire day, which is completely unacceptable for a system that is supposed to run 24/7. Integration with other systems is mostly done through scripting if you need anything more advanced than simple ticket creation. There is no version control for scripts and frames, no auto archive station for requests and upgrades become problematic when you have a lot of reports and statistics. The upgrade process also takes a very long time with large databases over 100 GB. support has not been helpful and often does not solve the issues. Compatibility between versions is also very poor.