You can copy ACLs, processes and web-services. It seems to make sense to be able to clone or copy other things like Queues, SLAs, Postmaster Filters, and generic agents.
It should be possible for a user to read or unread all articles. Currently the workaround is to show all articles. There is no possibility to unread individual or all articles on a ticket. This should also be possible via bulk action.
It should be possible to create an attachment on a process ticket using a transition action. One use case is for access management. Using process data, an attachment can be created for print out which can be signed by the user looking for access to a building.
It should be possible for the user to proactively highlight text to be quoted in replies. Currently there is only a system-wide setting. Allowing the user to highlight text, then choose reply adding only the selected text to the new reply would be much more efficient. Selecting multiple passages in the text would create two quote blocks. The OMQ plugin does this.
Show confirmation window if a pop-up is closed with the window manager close button (tickets may stay locked unintended).
Disable buttons after submit system wide.
Do not show article overview in FAQ root as root cannot contain any articles.
Change FAQ Approval wording to Approved to avoid misunderstandings.
A high contrast skin to support screens with low color rate, screens like projectors in bright rooms or visualy impaired people during the work with OTRS.
In several moduls of OTRS printing function is available (ticket, stats, search, change, CMDB ...etc.) Printing function is not available in TimeAccounting modul. That would be useful if the reports and overview views could be exported to PDF files.
When an agent is either the responsible, the owner or watching the ticket, he has already the "star" system that points him where he has an unread article. So the non-optimal feature to correct is the Notification web view (AgentNotificationView), because when the agent is flagged in the "inform agents" field in an AgentTicketNote, and the same agent is either responsible, owner or watching the ticket, he might have ...more »
[DE] Es wäre für Customer ein schönes Feature, wenn mittels Klick auf einen "Signaturbutton" eine in den Preferences eingestellte Signatur in einen neuen Artikel eingefügt werden könnte.
[EN, edit MV]: Please add the possibility for Customers to add a customizable and configurable signature to articles. The Customer should be able to configure the signature via her or his preferences.