The OTRS Free system bombards the admin with OTRS BS™ everywhere, and that's probably understandable. I won't complain, I can live with it. Admins are damned anyway. However OTRS 6 started pretty visibly to annoy the average agents: User setting/logout, Calendar and Reports contain advertisements, and various parts of the system contain ads as well. I do not think this is nice. Obviously I have the source, I can ...more »
At the moment the agents can use the three different views (S,M,L) in the AgentTicketLockedView. Unfortunately in M and L there's no possibility to edit the shown attributes of the ticket.
The shown attributes are pre-defined by OTRS and the agent can't add dynamic fields for example. I would suggest that the agents can define which attributes they want to see in the overview.
It would be helpful if receipients in BCC would be visible in the ticket for the agents. Of course this attribute may not be accessible for the customers due to data protection but for the agents it would save much time. To work with the ticket history shouldn't be the general way for this.
Agents are able to change their sort by Settings in the Queue view.
But there isn't any possibitlity to save this Settings.
I would like to get an oppurunity to do this.
Über die Kundenverwaltung werden die Firmenstammdaten (Firmenname, Anschrift, etc. und Kunden-Nr.) eingepflegt. Wenn man nun in der Kundenbenutzerverwaltung einen neuen Kundenbenutzer hinzufügt, ist die Dropdown-Liste der Firma nicht alphabetisch, sondern nach der Kundennummer sortiert. Eine Sortierung nach Alphabet wäre definitiv vorteilhafter.
The article zoom window size in the OTRS Business Solution™ should be configurable by users to their individual needs or automatically adjust to the available viewport size.
DynamicFields with a Dropdown behaviour, so also ConfigItem (without Multiselect) should have an option to disable showing the possible values by on-click.
I want OTRS to search for values while typing (auto completion look-up) without showing a big list of all possibilties.
Like the the DynamicFields "Customer" providing this finctionality allready but only for CustomerUser.
I suggest to allow to search tickets by Process. Now I can add ProcessManagementProcessID field on ticket search form, but I need input Process code (e.g. P1). It's better to select need Processes for filter from list.
While the new feature to "mark" articles as relevant/important is a great addition, it would be very helpful to be able to filter for these marked articles, to get a much better overview on long threads.
We just upgraded from 3.2.9 to 3.3.4, we love the new ability to customize columns in each Dashboard widget independently . We did notice that the Created column is no longer available for display. I like both Age and Created Date, but don't want to use 2 columns of the valuable real estate. I suggest you add the Created Date back to available columns and change the mouse hover for it to have the Age displayed. Also, ...more »