Hello, the health report send by "email@example.com" doesn't contain a timestamp of the last support data send. I had the problem, that the status report was send on 12th December, but the data were 5 days old. The health report doesn't contain an indicator, if there is a problem with the update. My suggestion: - Write the date of the last registration update in the report - In case there aren't new data, ...more »
Dear OTRS AG team, your corporate signature states your phone numers in this format: +49 (0) 9421 56818 0 This has the huge disadvantage, that most VoIP solutions on corporate desktops don't recognise this as a dialable phone number. If you want to be called from a corporate device, the caller needs to manualy delete either the zero or the +49 part. Since most corporates uses internal numbers, I would prefere your numbers ...more »
Unsere Agent's teilten uns mit, ob es möglich ist, mit «confirm» bei der Queue abonnieren direkt zu speichern ohne den zweiten Hacken noch zu bestätigen.
We split our division into several teams of about 10-30 people inside there regular section. But of course they also appear in some kind of x-matrix teams as well as the section chiefs are in a ressource chiefs. If anybody adds an appointment, connected to a resource and agent, you cannot see it in other resources. The workaround is to mark all resources and then add the person. I see two problems with this solution: ...more »
If we open an ticket all articles were copied to the var/tmp/ directrory and if they have s/mime content they will be checked with openssl. This is a very, very time expensive task... check CRL lists...For example here we have a 30 article long ticket with round about 15 smime mails and opening the ticket (AgentTicketZoom) takes round about 11 seconds with s/mime. If we disable smime opening tackes round about one second. ...more »
To create a 2 factor token, currently a software of a third party would be required. In my opinion, it would be more user-friendly to have a button in OTRS user 's preferences window, which would generate such a 2 factor token.
We would find it useful to be able to mark certain customers in a similar way to the way the VIP module works. We have a BETA test group in our company and so we would like to be able to label customers with Beta and use a different colour to highlight them.
When you delete a GenericAgent, this is done immediately without an "Are you sure you want to delete...".
As the deletion is placed directly near the run button, a GenericAgent can be easily deleted by mistake.
I propose to have an "Are you sure...?" question before the GenericAgent is actually deleted, similar to the question if you are sure when you want to run it.
Currently the Customer object is not connected with ITSM Change, which hinders to have an overall look of all changes/work orders related to the customer. If it was possible to have a lock-up field for the Customer object, agents could easily choose an existing customer from the lock-up field in the ITSM Change. This prevents wrong spelling of the customer name in a customized text field. It also helps the Agents to get ...more »
Although fields can be "no mandatory", it would be great to disable some "system" (non-dynamic) fields in the "new ticket phone", such as "SLA" or "Owner", because we caould configure a form cleaner and easier, viewing just the fields we use in our organization.
There should be a message/logfile which entities have been skipped during the import.
In the Config Item zoom, there is no way to choose which linked items (for example: tickets) are shown, so, when too many tickets are linked to a CI, opening the CI zoom view could get slower, or simply not too smart when you need to scroll down for a long time. It would be great to make possible to configure from the SysConfig, which tickets and other elements are shown. It would be important to be able to filter archived ...more »