Customer Service

Enable Field "Customer User" in pop up window "Change Priority"

In the pop-up window "Change Priority" the ticket details should be added the field "Customer User". This allowed you to change all the usual ticket information in one place. (see image)

 

Im Popup-Fenster "Change Priority" sollte den Ticketdetails das Feld "Customer User" hinzugefügt werden. Auf diese Weise können Sie alle üblichen Ticketinformationen an einem Ort ändern. (siehe Bild)

Submitted by (@arno.poltrock)

Voting

2 votes

User Experience

set negative Filter

At the moment you can set a filter under Open Tickets or Reminder Tickets and so on -> Row "Customer ID" for only one customer.

 

It would be nice that you can set a "neg. Filter"

That's means, that I can filter all customer but not customer xyz.

Then I have a view of all tickets but without customer xyz.

 

Hope I could describe the issue clearly enough.

Submitted by (@doreen.maier)

Voting

2 votes

User Experience

Auto save processes while working on them

It would be great if the process module would automatically save the progress of building the process. This would save a lot of effort if you don't save the process (while building it) on a regular base - and the browser crashes or you have to close the browser tab (for any reason whatsoever). What I imagine is: - You start building the process. - The browser crashes (or you close it) and you don't have a chance to save ...more »

Submitted by (@stefan.abel)

Voting

2 votes

User Experience

How change to Owner by email X-OTRS-OWNER on an existing ticket?

Hello,

I have created a ticket by email with tag to update the fields by Postmaster filter. It is ok, ticket created with fields fill in (owner, responsible, state, status, ....)

Now I want to sent another email to update the same fields with other value. The state, status are updated but not the owner and the responsible?

What it the reason?

Please

Submitted by (@elodie.lauraine)

Voting

-1 votes

New Feature / Feature Enhancement

Templates: Default Visible for Customer

It would be nice if OTRS could we could choose for each Template if it is visible for the customer or not. Right now u only habe the choice to set it visible by default for all Note / Mails etc.

 

How about to choose for each Template by default to be visble to the customer or not

Submitted by (@christian.salbreiter)

Voting

2 votes

Customer Service

OTRS FAQ: Enable RichText although disabled in Frontend::RichTex

Disabling Frontend::RichText may be necassary if local security policies may not allow to send html mails. But a disabled Frontend::RichText affects the FAQ module, too. And it makes no sense to have non html faq web articles. So either you need to hack otrs and disable richtext in the email compose module or you need to hack the faq to enable RichText. It is a very, very simple task to patch OTRS to do that. But it ...more »

Submitted by (@lauffer)

Voting

0 votes

New Feature / Feature Enhancement

Allow column names to freeze on Ticket Queue Overview

When we have many queues in the Ticket Queue Overview within the Dashboard, a difficulty arises when scrolling down the page to see other queues, as we lose the reference of the names of the columns with the names of the states as they go up. They could add a setting that would freeze this line, this would make it much easier for those who use the Ticket Queue Overview in the Dashboard. Another improvement would be to ...more »

Submitted by (@ticaminho)

Voting

0 votes