Showing 7 ideas for tag "groups"
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Development

Dynamic Field groups

I suggest the option to add a "group" function to dynamic fields.

I am using lots os dynamic fields (more than 50), with different customers. Each custome has its own set of dynfield, and enabling it on every DTL, and for each template, it's quite a mess.

If DynFields could be associated to a group, and this group could be activated instead/with the single dynamic fields, it would be great.

example:

customer 1: dynfield1,... more »
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Development

Visual representation of users/groups/roles

Option to display a visual representation of the users/groups/roles, such as a social network diagram:

 

https://en.wikipedia.org/wiki/Social_network_analysis

 

possibly an addition to the statistics or reporting modules.

 

 

similar to Visual CI mapping concept here: https://otrsteam.ideascale.com/a/dtd/Visual-CI-map/76582-10369

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Development

Implement Customer Roles (like agent roles)

I suggest, like the existing agent-roles that exist in OTRS, that you should have a "Customer Role". Customer roles would allow associating the customer role with one or more groups and one or more services (and if my suggestions for service bundles and user-SLA association are accepted, those too).

The idea here is that if those are pre-configured in a role, you can add the customer user to the role instead of having... more »
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Customer Service

Add a "New Customer Wizard"

I suggest implementing a "New Customer Wizard" where the customer can be added to the system by first entering their information, then clicking next and associating them with groups, then clicking next again and associating them with services. If my other suggestions about customer-roles, customer-SLA association, and/or service bundles are implemented, those would show up too, customer-role association appearing as the... more »
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Development

Sort Resonse Templates by groups or queues

I suggest to enable some kind of grouping for response templates. Currently it gets quite messy if you define a lot of response templates for different queues. Therefore a sorting / filtering by queue or groups would be very helpful and you don't longer need some workarounds with running numbers at the beginning of the response template name.