Hey guys, I suggest, that the ticket lock operation should be an async operation in some cases. If I want to do a bluk action on tickets, OTRS locks all selected tickets. If I have around 100 selected tickets I have to wait quite some time until I can specify my wanted actions. Of cause I shouldn't be able to submit my changes until all tickets are locked. Since ticket locking isn't invulnerable to race conditions between ...more »
At the moment you can set a filter under Open Tickets or Reminder Tickets and so on -> Row "Customer ID" for only one customer.
It would be nice that you can set a "neg. Filter"
That's means, that I can filter all customer but not customer xyz.
Then I have a view of all tickets but without customer xyz.
Hope I could describe the issue clearly enough.
If you will sent a mail out of a master ticket for e.g. for a Solution all slave tickets receives the same mail. But in master ticket you don't see all recipients. Only the customer of the master ticket is shown. It confused some agents if they want to close the master ticket.
It would be great if the process module would automatically save the progress of building the process. This would save a lot of effort if you don't save the process (while building it) on a regular base - and the browser crashes or you have to close the browser tab (for any reason whatsoever). What I imagine is: - You start building the process. - The browser crashes (or you close it) and you don't have a chance to save ...more »
I have created a ticket by email with tag to update the fields by Postmaster filter. It is ok, ticket created with fields fill in (owner, responsible, state, status, ....)
Now I want to sent another email to update the same fields with other value. The state, status are updated but not the owner and the responsible?
What it the reason?
When having the ticket list open with My Tickets, I always see the email text of the first answer I received - after the ticket title. I don't see the text (body) of the last email (neither of the last email I received, nor the last email I sent). Please make it possible to see any later interaction in the ticket. And it would be great to be possible to configure which I would like to see: incoming or outgoing (for me ...more »
You can copy ACLs, processes and web-services. It seems to make sense to be able to clone or copy other things like Queues, SLAs, Postmaster Filters, and generic agents.
It should be possible for a user to read or unread all articles. Currently the workaround is to show all articles. There is no possibility to unread individual or all articles on a ticket. This should also be possible via bulk action.
Show confirmation window if a pop-up is closed with the window manager close button (tickets may stay locked unintended).
Disable buttons after submit system wide.
Do not show article overview in FAQ root as root cannot contain any articles.
Change FAQ Approval wording to Approved to avoid misunderstandings.