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Customer Service

OTRS FAQ: Enable RichText although disabled in Frontend::RichTex

Disabling Frontend::RichText may be necassary if local security policies may not allow to send html mails. But a disabled Frontend::RichText affects the FAQ module, too. And it makes no sense to have non html faq web articles. So either you need to hack otrs and disable richtext in the email compose module or you need to hack the faq to enable RichText. It is a very, very simple task to patch OTRS to do that. But it ...more »

Submitted by (@lauffer)

Voting

0 votes

New Feature / Feature Enhancement

Allow column names to freeze on Ticket Queue Overview

When we have many queues in the Ticket Queue Overview within the Dashboard, a difficulty arises when scrolling down the page to see other queues, as we lose the reference of the names of the columns with the names of the states as they go up. They could add a setting that would freeze this line, this would make it much easier for those who use the Ticket Queue Overview in the Dashboard. Another improvement would be to ...more »

Submitted by (@ticaminho)

Voting

0 votes

New Feature / Feature Enhancement

Delete Attachment from Ticket / Anhänge aus Ticket löschen

German version below: I'm looking for a way to delete attachments from existing tickets that have been sent accidentally to us. Especially with the GDPR, the customers are more sensible regarding this topic. Currently the only way is to delete the whole ticket, in this process the whole communication between the supplier / customer would be lost, too. I want the choice to delete selected attachments. This deletion should ...more »

Submitted by (@josephmergl)

Voting

6 votes

New Feature / Feature Enhancement

Enhance search for CI when linking within ticket

If you want to link a config item to a ticket from inside the ticket you can only search for it by - ConfigItem# - Name - Deployment State - Incident State (see CISearchFromTicket.png) It would be nice if you were given the same choice of custom fields just like when searching the CMDB (see CISearchFromCMDB.png). Because right now we always have to open a new tab, search for the CI there and copy over the CI# ...more »

Submitted by (@adrichter)

Voting

5 votes