Welcome to the OTRS Community Ideas Portal.

With IdeaScale, we want to create a platform for our community where you can submit your ideas, vote on existing ideas, or add comments.

We are looking forward to your ideas about OTRS. At the same time, we would like to point out that the platform should only be used for this purpose, and we would therefore like to ask you to refrain from commercial uses and posts by third-party vendors. We would also like to point out that commercial contributions will be deleted immediately.

Please note, that for submitting a new idea, a login with an OTRS-ID is necessary. If you don't have an OTRS-ID yet, please create your account here first: https://portal.otrs.com/otrs/customer.pl#Signup.

To submit an idea, please click on the login button in the upper right corner. You will be redirected to the OTRS Customer Portal. Please login to the OTRS Customer Portal with your OTRS ID. After logging in, you can click on OTRS Idea in the upper navigation menu. This will redirect you back to this page. Then, you will only be one click away from "Submit New Idea."

Best regards,
Your OTRS Team

Customer Service

Ticket Search Attributes in Main Menu

With integrating ElasticSearch in OTRS 7 the input-field for FulltextSearch disappeared in the main menu. Suggestion for OTRS 8 Agent-Frontend: It should be possible for agents to search a ticket by ticketnumber without opening another window (like still existing search for customer / customer-user). Maybe other companys are focused on different search-attributes. So it would be great to select in sysconfig the search-attributes... more »


User Experience

Make ticket notifications forwardable

Dear all, in https://otrsteam.ideascale.com/a/dtd/Reply-to-and-forward-of-Ticket-Notes/81987-10369 there was a request to make ticket notifications forwardable. This idea is in status "completed", so I expected it to be implementet. In the current OTRS 6 version, these notifications aren't forwardable, because of: if ( $Param{ChannelName} eq 'Email' && $Param{Article}->{SenderType} eq 'system' ) { # skip... more »


User Experience

In queue view, the sender displayed is not the last one

in queue view (S, M and L), the displayed Sender is not always the sender of the last article and it's quite annoying for my users. Even if the last article was sent by an agent, the sender displayed in the queue views corresponds to the customer. I submitted a bug (https://bugs.otrs.org/show_bug.cgi?id=14711), but I was told it is not a bug and it is the expected behaviour... What do you think about it? with this... more »



OTRS to support MS SQL database again

Now, the Microsoft did a big step and the MS SQL officially supports the Linux platforms and they started a big campaign about it: https://discover.microsoft.com/move-to-sql-on-linux/ . In my opinion it would be great if it was possible to install OTRS with MS SQL database again. Of course, this solution should be exclusively available on Linux platforms. (The relevant commit is here: https://github.com/OTRS/otrs/commit/fc98b89b91586f7d7cf58772e095ab7a10d13b0c... more »


User Experience

Warn user if empty subject

If you create a new outgoing e-mail ("e-mail outbound"), the subject is auto filled with the ticket hook and ticket number.


It would be nice, if the frontend warns the agent, if he/she doesn't add a proper subject.


If a customer answers to a mail without a subject and just the ticketnumber, OTRS will display an empty subject line.


New Feature / Feature Enhancement

Create one database user per agent

The OTRS framework doesn't have any fraud prevention or insider threat prevention measures. Thus we tried to implement counter measures on the database side. But the measures were bound to fail, because OTRS uses just one database user for all agents. If we want to limit the access to data per day or so, we need a more granular model. We suggest the usage of one database user per agent or restrictions on frontend side.... more »


User Experience

Filter of process elements

If in an OTRS there are many processes, including many elements, it is very difficult to edit a current process, as it is not well seen that which element is the part of the process being edited. I would like to have a button, with which the elements of the process, being edited, could be filtered. Could you, please, check my idea in the attached screenshot.


New Feature / Feature Enhancement

Send Mail to customer including ticket notes

I would like to add the possibility for agents to send the whole ticket including all notes to a customer by mail.


For now, people press the print button and then append the pdf in the mail that is being sent to the customer. Adding a button or maybe allowing the agent to choose that action when closing a ticket would make that process way faster.