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 »
New Feature / Feature Enhancement
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).
It would be great to add an ACL that restricts the access to Action=CustomerTicketOverview;Subaction=CompanyTickets. Actually it is only possible to activate or deactivate the CompanyTickets. We want only some customers to access this view. Maybe ACLs can restrict subactions too?!
Hello everybody, we use the add-on service based queue routing. this addon supports both our employees and customers in handling the ticket system. however, it is essential to have the service displayed in the AgentTicketMove dialog, which is currently not supported. thus either own masks must be adapted or otherwise used, eg. free fields. only with this extension, the functionality of the addon can be used in full sense. ...more »
It should be possible that if you add text to title or body to a new ticket - or if you work as an agent on an existing ticket - there should be related tickets proposed. This might work similar to the FAQ-feature in the customer portal. So maybe the text is checked automatically for key words and somewhere there is a box where there are tickets shown which contain the same key words (which are found there automatically ...more »
It should be possible to select multiple articles that you print.
So as an addition to print the whole ticket and to print a specific article, there should be e.g. checkboxes to select the articles you want to print.
You want to print a ticket, without internal notes or without a specific article because there is a table or a picture that makes the print look bad.
Aus Sicherheitsgründen ist es hilfreich bestimmte Dateitypen, vor allem ausführbare Dateien, wie z.B. .exe, .sh usw. nicht als Anhang zu erlauben. Diese sollten sowohl bei E-Mails als auch beim UPload über das Portal ausgeschlossen werden können.
Diese Thematik wird in Foren immer wieder angesprochen.
Ein solches Feature würde das Leben vieler Admins vereinfachen.
At this moment, you can view the webservice debugger log by clicking an entry in the REQUEST LIST.
If you want to share this information, you either do many manual copy-pastes or produce screenshot.
Proposal: add an export button here that moves the REQUEST DETAILS to a downloadable file format
In Ticket History, add an export button that exports the ticket history to a csv file.
This file can be send to analyze what happens in a ticket during its lifecycle without
using screenshots or manually copy-pasted Excel files