As a service manager I would like to be notified during several steps of an escalation. E.g. when having a queue based escalation, I want to be notified after 30% and 50% and 90% of reaching the escalation time. So in conclusion it would be great if you could change the "Notify by" field type to multiselect except of dropdown.
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.
For our 2nd Level Support we added the Link-Typ "ssh" in the URL.pm
It would be nice if it were implemented by default. In addition, a configuration by system configuration would be nice.
When working with the CI overview, it would be good to be able to sort additional columns.
To be able to filter CIs in the CMDB by custom column. At that stage this is only possible with default column. Withtout that possiblity the CMDB is unfortunatley limitted for the daily use.
Criação de um CronTab para a execução de estatisticas de forma automática e referentes a um determinado periodo. Ex: estatisticas do mes anterior.
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.
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.