Möglichkeit das in der OTRS Version 6 und höher innerhalb eines Artikels die Artikeldetails standardmäßig eingeblendet werden können. Die Kommunikation kann so auf einen Blick gesehen werden.
IT Service Management
Ad a possibility to create the CMDB in a hierarchical way to create classes-groups.
We desire a easy way to assign assets in the CMDB to end users and quickly display those, per user.
Other than using the CI Custom Search module. Ideally we would also be using QR code, preprinted asset tags, and have the QR code generate a OTRS friendly URL to zoom into a CI.
I have a question, I want to send an email to OTRS, and I want to that ticket opens automatically with a Config Item linked. Is could that possible?
I know that is possible to automatic open a ticket with a service linked. And link that service with CI's before send the email. But I just want to know if is possible just to "autolink" a ticket with a CI, when an email arrives.
I would like to sugest the possbility to include the duplicate option on SLA configuration, just like is allowed at CMDB.
That would make easier add many SLAs.
Allow to add a freetext to a specific WorkOrder type, for example:
FreeText1 will only appear in Approval WorkOrders, FreeText2 will only appear in PIR WorkOrders, FreeText3 will only appear in Rollback WorkOrders
FreeText4 will appear in every WorkOrder
Currently when you want a Transition Action to create an article you almost have to 'program' the article settings. Why not offer an interface comparable to e.g. event notifications or the add note interface of GenericAgent.
There is also no copy option, when you need to create a lot of Transition Actions which creates articles it is a lot of work
In the system monitoring addon configuration you need to specify 3 dynamic fields, however it is not intiutive how that works. You need to use 3 freetext dynamic fields and then just specify the number of those you picked. It would be much more flexible if you could just use any dynamic field and specify those in the sysmon configuration
For process tickets it would be very nice if an agent can see the process and the step he's currently at. This could be more or less the same graphical view the admin has while creating the process.
Like it is possible to create a change from an RfC ticket with the push of a button, it would be very nice if that same is possible to create a process ticket, which should be linked automatically to the ticket from which is was created.
in version 3.3 is not possible to create change directly from RFC using Change template (it results from the division of screen of add new change and add chenge from tempklate). Is it?
I suggest to implement a Kanban board view for tasks on tickets within a specific queue. Each new customer article within a ticket will create a new "sticky note" on the Kanban board which needs to be processed.
Idea might be linked to Dashboard: Queue Overview (https://otrsteam.ideascale.com/a/dtd/89338-10369)