I suggest you to allow a back button when a ticket has been split and the new phone window is filled. This is for the case I decide to not split the ticket.
When splitting a ticket OTRS always links the new ticket as a Child. I'd like the ability to choose that it's created as a normal link instead. Maybe make the Split link into a dropdown from which I choose "Child" or "Normal".
It would be nice is several articles can be selected out of the original ticket and all of then are transferred to the new ticket.... more »
If you split a ticket that was assigned an SLA, a new ticket get created and the SLA starts ticking down as there is no change to take over the SLA from the parent ticket.
I suggest to have a possibility to move such articles in a quick and easy manner into the other (linked) ticket, so that agent can directly place a response on this article inside the correct ticket. This will help... more »
I suggest to differentiate the permissions on queues between create and split_create. In many scenarios an agent should not be allowed to create tickets everywhere but split a ticket to different areas.
It would be nice to be able to split a ticket from a generic agent.
This would allow upon field selection to create subtasks without a human intervention.