New Feature / Feature Enhancement

New Feature / Feature Enhancement

Templates: Default Visible for Customer

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

Submitted by (@christian.salbreiter)

Voting

2 votes

New Feature / Feature Enhancement

Allow column names to freeze on Ticket Queue Overview

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 »

Submitted by (@ticaminho)

Voting

0 votes

New Feature / Feature Enhancement

Delete Attachment from Ticket / Anhänge aus Ticket löschen

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 »

Submitted by (@josephmergl)

Voting

8 votes

New Feature / Feature Enhancement

Enhance search for CI when linking within ticket

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 »

Submitted by (@adrichter)

Voting

6 votes

New Feature / Feature Enhancement

status renaming for customer portal

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.

Submitted by (@stefan.abel)

Voting

2 votes

New Feature / Feature Enhancement

Web notification development

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 »

Submitted by (@sassszilvia)

Voting

3 votes