It would be great to have an empty PDF Output which could be filled by administrative templates. The business case looks like this: A agent or customer creates a process ticket and requests e.g. permissions for some systems. The internal IT creates a new account and fills new username and password in dynamic fields assigned to the process. Afterwards the agent can print a customized PDF which contains the dynamic fields ...more »
We use big watchlists. I suggest to make the tickets in a watchlist ortable by click on a column.
OTRS aims to internationalization (i18n), so the right appearance of the dates is provided according to the language files. Nevertheless, the names are still not in the right form. There is not a separate setting for the Customers' names, it can be manipulated only in the Config.pm file, but is doesn't appear on the Customer's interface (Picture 1). There is a separate setting for the Agents' name here: Framework → ...more »
Nice to have (if not already possible) to hide/non hide attachments depending on conditions (queue, user, dynamic field). This avoid eventual ticket split.
Thanks for your attention
It will be really great if you can add as transition action 'email notifications'.
This way we can specify the notification we want for each state instead of creating Gen Agents and notifications.
thank you for such a great product. Please update nasty popups in ticket-responses, ticket-notes, etc., locked tickets and queue views multisite reload to CSS inline refresh like in dashboard widgets. This request applies to both the Agent Frontend as well as the Customer Frontend. It would increase comfort and speed working with the system. thanks in advance.
Sysop rlc packaging group
Please allow field "Created" to be displayed as date only, within Dashboard Ticket widgets. This could be accomplished by addition of an edit mask feature, or more simply by adding parameter for number of characters to display. Thank you.
Sometimes e.g. a note is created in error. It would be helpful if an article can be deleted afterwards (even if only notes and even if only by admins). Obviously it is not the intent to delete customer articles or agent replies.
I suggest to rename the term "move" within the access rights into "push". As this is more clear what is been meant. If you have the "move" right you can move a ticket on which you have write access into a queue associated with the dedicated group.
Another useful right could be a "Pull". Meaning you can fetch emails from the queue associated with the group into any of the groups you have write access
OTRS could implement a bounty program just like (for example) pfsense does.
Maby this could even be done via ideascale, then people could donate money to an idea?
I think, that many companies interested in Open Source products with higest level Q&A and we need add some Q&A politic/standard/conventions for OTRS project. In OTRS project we have many unit and functional tests, but few are failed. New futures has no tests - it is very bad situation today. It is not quarantee high level Q&A and maybe this Open Source product is not "number one" in Helpdesk systems today. I will be ...more »
We need to look for tickets by number a lot. Search field
is good, but full text search takes a lot of time.
And a switch that says that we are looking for a ticket number, or a separate search field like
could be a great thing.