In heterogenious environments it would be helpful if ticket notifications could be configured per queue (similar to escalations) instead of configuring them globally. Some teams are working email focussed others are not. Some teams like to receive an email for every update of a ticket others want as few emails as possible. Ideally there could be a default configuration for all and a dedicated configuration per queue ...more »
New Feature / Feature Enhancement
It should be possible to set a pending time via a transition action in the process management.
Like if you have a dynamic field of type date/time and want to set this as a pending reminder time for the next process activity.
As administrator, I want to use regular expressions for ticket selections in the generic agent interface. This offers me much more flexibility and reduces the amount of mostly similar generic agents (e.g. searching for typos like "gogle").
It would be nice if OTRS could we could choose for each Template if it is visible for the customer or not. Right now u only habe the choice to set it visible by default for all Note / Mails etc.
How about to choose for each Template by default to be visble to the customer or not
When we have many queues in the Ticket Queue Overview within the Dashboard, a difficulty arises when scrolling down the page to see other queues, as we lose the reference of the names of the columns with the names of the states as they go up. They could add a setting that would freeze this line, this would make it much easier for those who use the Ticket Queue Overview in the Dashboard. Another improvement would be to ...more »
German version below: I'm looking for a way to delete attachments from existing tickets that have been sent accidentally to us. Especially with the GDPR, the customers are more sensible regarding this topic. Currently the only way is to delete the whole ticket, in this process the whole communication between the supplier / customer would be lost, too. I want the choice to delete selected attachments. This deletion should ...more »
It would be great to have different service criticalities for different customers.
If you want to link a config item to a ticket from inside the ticket you can only search for it by - ConfigItem# - Name - Deployment State - Incident State (see CISearchFromTicket.png) It would be nice if you were given the same choice of custom fields just like when searching the CMDB (see CISearchFromCMDB.png). Because right now we always have to open a new tab, search for the CI there and copy over the CI# ...more »
It would be great if you can make a DynamicField mandatory/optional via an ACL.
it would be great to rename ticket states for the customer portal.
e.g. a status "waiting for customer" should be called like that in the agent portal, and e.g. "open" in the customer.
use case: many customers don't understand why a status is called "open" when it's open for the agent and not for the customer user. or the status is "waiting" in the agent-portal, so it should be "open" for the customer user.
Please add the possibility to add subjects, so e.g. if you select a template for a note, the subject is automatically being filled with the text from the template. Then you don't always have to write down a subject.
Please make it possible to change the size of an inline attachment, e.g. when pasting a copied screenshot to the text box. When you past it now, it might be way too big to be useful.