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
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 »
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 »
It would be great if OTRS Reports Module could generate "Dynamic List" kind reports. Today it is not possible.
Another alternative way to get lists of CIs is that the Search functionality in the CMDB could use a Multiple Selection Field, to be able to perform searches over several CI classes at once.
German version below: I'm looking for a way to delete attachments from existing tickets that have been sent accidentally to us. Especially with the GDPR, the customers are more sensible regarding this topic. Currently the only way is to delete the whole ticket, in this process the whole communication between the supplier / customer would be lost, too. I want the choice to delete selected attachments. This deletion should ...more »
It would be great to have different service criticalities for different customers.
If you want to link a config item to a ticket from inside the ticket you can only search for it by - ConfigItem# - Name - Deployment State - Incident State (see CISearchFromTicket.png) It would be nice if you were given the same choice of custom fields just like when searching the CMDB (see CISearchFromCMDB.png). Because right now we always have to open a new tab, search for the CI there and copy over the CI# ...more »
It would be great if we had "and", "or", and "exclusive or" for configuring multiple condition sets for a single notification. Based on the conditions, the recipients could be an entirey other set.
It would be great if you can make a DynamicField mandatory/optional via an ACL.