I suggest to extend the SOAP Interface for all common tasks within Ticket, Service Level Management, Configuration Management and Change Management. Additionally it would be useful to have the SOAP interface modulare so that other packages can extend die SOAP interface with their objects and methods. E.g. the FAQ. This would enable other tools to use the OTRS FAQ or to update content in the FAQ.
I'd like to be able to assign a Service to a customers organization (CustomerID) so we would have 3 options:
- assign a service to individual persons
- assign a service to a company
- define a service as a default service
Let's say we got a Service called Internet Access. If Type is Service Request, there's a 4-hour limit on Solution Time. If Type is Incident, there's a 2-hour limit on Solution Time. Most of our customers are picking up these options by... more »
I know you can relate Criticality to Service and Service to SLA but that relation is so indirect that barely adds value. A change on the priority of a ticket is currently not affecting the time an Agent... more »
I suggest to allow a relation between Queues and Services. It frequently happens that a ticket for a given Service will most likely be first attended by the same old queue. Say, if you report a ticket related to your VoIP device, chances are the Telephony queue will deal with that. If a Queue-Service relation exist, few clicks will be needed and less mistakes due to missassignation will be made
I suggest you to release an ITSM module specialized for Release Management.
I need to allow to my customer user to see defined part of CMDB. Most important is to show him CIs which have the Customer user in Owner field. Another need is to show CIs linked with services customer uses. For example to allow read some parts of documentation stored in CMDB.
Comparing this to ITIL v3 definitions (e.g. http://www.knowledgetransfer.net/dictionary/ITIL/en/Urgency.htm) and to what other vendors have implemented, you find out quickly that the "Criticality" of a service leads to "Impact" (could be left as it is), while (OTRS-)Impact should actually be called "Urgency"... more »
I suggest to add a copy link within the list of conditon.
Conditions are often very similar, therfor a copy button would speed up the creation of conditions.
It would be nice if I could specify which of the CI types would be the default view when opening CMDB->Overview (via SysConfig). Currently it always selects the alphabetically first type by default.
I would like to have a real "contract management" in OTRS.
Now, I'm running it with an ITSM class and normal tickets for the reminding.
Maybe the contract management can be totally included in ITSM with an attachment and event (eg. notifying) function
When searching a CI, i wish there would be a possibility to search in all classes (by name).
But you have to select a class first, bevore searching.
It would be nice to select 'all' and then search by name in all classes.
Or by all configured fields (must be in all classes).
I suggest to update a / all linked RfC ticket(s) with a summary article when a change has been set to an end state.