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It would be nice to be able to use the same template for "Create", "Answer" and "Email" types. Either allow choosing several types for each template or, alternatively, maybe allow using the same name when creating a duplicate template where the only difference is the template type. As it is now, we'll have to create a template called "Template X Reply", "Template X Create" and "Template X Email" in order to be able ...more »

We have enabled 2 Factor Authentication (2FA) for the Agent login. There are two scenarios that seem to occur more often than anticipated 1) Agent forgets her/his 2FA device (usually the phone) 2) Agent looses/replaces/reset his 2FA device In both cases the admin needs to be involved (on short notice) to enable the Agent to work. Other 2FA enabled services (e.g. Google, Github) have a concept of "backup" or "recovery" ...more »

In OTRS 6 the new communication log was introduced. Unfortunately this communication log only shows the transmission status for Emails and SMS.

I would love to also merge the GenericInterface Debugger into this communication log. The benefit of this would be, that you only have one screen, where you can find all the communication related logs.

We have the need for using the free/busy information from the Exchange calendar in the OTRS integrated calendar for optimizing the planning of our field-based employees.

Additionally, if an accomodation is planned in the OTRS calendar, it should also be transmitted back into the exchange calendar.

see the post on your ml: http://lists.otrs.org/pipermail/otrs/2017-August/043103.html should interesting to have a way for auto-login by an external system without passing user/password. discouraging defacto to save user credential in an external system. Other project implement a feature like this, see the plesk implementation for example: https://support.plesk.com/hc/en-us/articles/213411289-How-to-create-autologin-using-an-API-request-in-Plesk- ...more »

It should be possible to select the default responsibles and / or owners of tickets created in a specific queue.

Now there is always "root@localhost" choosen as Responsible and Owner for new Process Tickets.

In SysConfig config should look like this:

- Trigger Event: e.g. "TicketCreate"

- Key (Queue, QueueID) <-> Value (AgentLogin, AgentID, or DynamicField)

It would be interesting if there was a tag OTRS_CUSTOMER_HTML_BODY - or something like it - that would allow the inclusion of the full original customer message on notifications and the like. The existing OTRS_CUSTOMER_BODY includes just a plain-text message, stripping all "img" (and other) tags present on the original message and, thus, crippling the customer message. The first image shows the original customer message; ...more »

Hinergrund: Service Desk MA, die am Tag viele Tickets seriell abarbeiten, benutzen gern die "normale" Ansicht.

MA aus Fachabteilungen, die eher wenige Tickets am Tag bearbeiten, dafür aber stärker in den einzelnen Tickettehmen drin sind, benutzen lieber die "umgekehrte" Ansicht. Das heißt, der Agent kann in seinen persönlichen Einstellungen die Ansicht wählen.

It would be great to add the possibility to send ticket notifications to the recipients listed in CC: of the original customer request.

With this feature it would be possible to notify the CC recipients as well when a ticket is generated or closed or simply changed…

Enable sort and filter possibilty for standard fields and dynamic fields within the customer frontend. Especially it is very helpful when using the corporate tickets function.

When selecting DynamicFields in Sysconfig (e.g. in "Ticket:Frontend:AgentTicketFreeText###DynamicField") there should be a dropdown to select the DynamicFields.

Currently the names of the DynamicFields need to be entered manually.

So far, syncing LDAP/AD attributes is only possible for OTRS default fields like first and last name email, mobile number.

It would be better if it would also allow the sync of other attributes, e.g. department names or other contact information.

This way, this additional information can be used in OTRS functions like notifications and signatures.