It should be possible to create an attachment on a process ticket using a transition action. One use case is for access management. Using process data, an attachment can be created for print out which can be signed by the user looking for access to a building.
New Feature / Feature Enhancement
Create a process to import e export customers
Web notifications' visual alarm effect is not strong enough. The different browsers and operation systems display the notifications in a different way, so these notifications may be not realized or realized too late by the agent. In OTRS 5 a new notifications has been introduced that calls the attention to a network bug. Similar type of notifications could be introduced for ticket and chat notifications, too. See the ...more »
It would be great to have a tree view for process selections too.
3 processes named like Change::Emergency, Change::Normal, Change::Standard should be displayed as:
(like it's possible with dynamic fields)
Maintaining field values like currencies, countries, bank holidays, timezones, cities, etc. can be a tough ongoing job.
Sets of predefined fields with values kept up-to-date by OTRS automatically would be a beneficial add-on!
The possibility to have a tool tip available for the dynamic fields would be nice in order to guide costumer with there selection/required information.
It would be nice to be able to split a ticket from a generic agent.
This would allow upon field selection to create subtasks without a human intervention.
I would like to have an option to link CIs based on a regular expression (Subject|Body) within the Postmaster Filter and/or Generic Agent. Example for Postmaster Filter: We have a filter condition for subjects that looks like: ((?<=\bCI:\s)(\S+)) So I would like to link the CI written in the subject [***] with the CI in the CMDB. Example for Generic Agent: I have a process where a customer or an agent can enter a string ...more »
It would be great to use the feature TicketMaskExtension in AgentTicketProcess and CustomerTicketProcess too. Or at least the feature OTRSHideShowDynamicFields 😉
Die Kalenderwoche sollte oberhalb des Datums im Kalender angezeigt werde können.
It should be possible to add images to article templates in the same way as adding them to FAQ Articles or when composing an E-Mail, i.e. by copy/paste or uploading them in the editor. Currently, adding images in a template is only possible by including the image encoded in base64. If you have many images, you will exceed the character limit quickly. We would like to create some image-heavy step-by step procedure templates ...more »
We use the Dashboard News Widget quite a lot.
Very often we have news entries that are only relevant until a certain date. (Sometimes they are only useful after a certain date).
It would be great to be able set a date for each entry and then this news item will be automatically be shown/hidden in the Widget based on this date (these dates).