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 »
New Feature / Feature Enhancement
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.
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.
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!