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Customer Service

Submitted by (@matthias.terlinde)

Health Report doesn't show support data date

Hello, the health report send by "sys-health-reports@otrs.com" doesn't contain a timestamp of the last support data send. I had the problem, that the status report was send on 12th December, but the data were 5 days old. The health report doesn't contain an indicator, if there is a problem with the update. My suggestion: - Write the date of the last registration update in the report - In case there aren't new data, ...more »

Voting

2 votes

Customer Service

Submitted by (@matthias.terlinde)

Phone format in OTRS AG mails aren't DIN conform

Dear OTRS AG team, your corporate signature states your phone numers in this format: +49 (0) 9421 56818 0 This has the huge disadvantage, that most VoIP solutions on corporate desktops don't recognise this as a dialable phone number. If you want to be called from a corporate device, the caller needs to manualy delete either the zero or the +49 part. Since most corporates uses internal numbers, I would prefere your numbers ...more »

Voting

2 votes

New Feature / Feature Enhancement

Submitted by (@oliver.schneider)

ressource calendar - same agent multiple teams not shown

We split our division into several teams of about 10-30 people inside there regular section. But of course they also appear in some kind of x-matrix teams as well as the section chiefs are in a ressource chiefs. If anybody adds an appointment, connected to a resource and agent, you cannot see it in other resources. The workaround is to mark all resources and then add the person. I see two problems with this solution: ...more »

Voting

0 votes

New Feature / Feature Enhancement

Submitted by (@lauffer)

SMIME and Tickets with lot of articles -> slow

If we open an ticket all articles were copied to the var/tmp/ directrory and if they have s/mime content they will be checked with openssl. This is a very, very time expensive task... check CRL lists...For example here we have a 30 article long ticket with round about 15 smime mails and opening the ticket (AgentTicketZoom) takes round about 11 seconds with s/mime. If we disable smime opening tackes round about one second. ...more »

Voting

0 votes

User Experience

Submitted by (@harald.eisenmenger)

Have a safety warning before deleting a GenericAgent

When you delete a GenericAgent, this is done immediately without an "Are you sure you want to delete...".

As the deletion is placed directly near the run button, a GenericAgent can be easily deleted by mistake.

 

I propose to have an "Are you sure...?" question before the GenericAgent is actually deleted, similar to the question if you are sure when you want to run it.

Voting

3 votes

New Feature / Feature Enhancement

Submitted by (@cindy.fredriksson)

Customer object as a dynamic field in ITSM Changes

Currently the Customer object is not connected with ITSM Change, which hinders to have an overall look of all changes/work orders related to the customer. If it was possible to have a lock-up field for the Customer object, agents could easily choose an existing customer from the lock-up field in the ITSM Change. This prevents wrong spelling of the customer name in a customized text field. It also helps the Agents to get ...more »

Voting

6 votes

New Feature / Feature Enhancement

Submitted by (@otc.xunta.gal)

Restrict linked tickets shown at Config Item Zoom

In the Config Item zoom, there is no way to choose which linked items (for example: tickets) are shown, so, when too many tickets are linked to a CI, opening the CI zoom view could get slower, or simply not too smart when you need to scroll down for a long time. It would be great to make possible to configure from the SysConfig, which tickets and other elements are shown. It would be important to be able to filter archived ...more »

Voting

3 votes