As an OTRS administrator on systems with many GenericAgents, I'd like to have the possibility to create comments in each GenericAgent to document what I have in my mind or where I use it or maybe to write down some kind of a history. Especially when I trigger on or change DynamicFields that are not displayed anywhere (just Helpers), it might be difficult to understand the GenericAgent several months after I (or even someone... more »
Now, the Microsoft did a big step and the MS SQL officially supports the Linux platforms and they started a big campaign about it: https://discover.microsoft.com/move-to-sql-on-linux/ . In my opinion it would be great if it was possible to install OTRS with MS SQL database again. Of course, this solution should be exclusively available on Linux platforms. (The relevant commit is here: https://github.com/OTRS/otrs/commit/fc98b89b91586f7d7cf58772e095ab7a10d13b0c... more »
At the moment here is only an option to decide if we can enable or disable iFrame for everyone (DisableIFrameOriginRestricted).
It would be great to have the possibility to allow iFrame only for some sites, something like:
X-Frame-Options: ALLOW-FROM https://xxxx
Im Moment müssen bereits hochgeladene Dateien beispielsweise bei einer ausgehenden Email nochmal aus einem Ordner hochgeladen werden um diese zu verschicken. Somit wird eine Datei evtl. mehrfach ins OTRS hochgeladen. Wünschenswert wäre es wenn die hochgeladenen Dateien im Ticket rechts in der Informationsleiste zu sehen wären und man diese von dort aus in eine ausgehende Nachricht etc. per drag and drop ziehen könnte.... more »
Es wäre super wenn die Möglichkeit bestünde aus beispielsweise einer Outlook EMail ein Ticket zu generieren und dabei die Kundendaten zu übernehmen.
Beispielsweise mit der rechten Maustaste und dann OTRS Ticket erstellen
Enable the use of a photo / thumbnail / picture from Active Directory as an alternative for Gravatar.
These are stored in the thumbnailPhoto field and could be mapped to a field in OTRS when syncing LDAP.
Integrating the OTRS Business Solution:tm with Zapier (www.zapier.com) would be a great benefit for automation of tasks, notifications and further integrations.
like in other ITSM systems, more operations for the GenericInterface should be available like:
We need a possibility to use our contacts, which are stored in the Exchange address book, as customer users for tickets in OTRS.
Because Exchange is providing EWS since version 2010, the needed information should be requested via a webservice.
Option for users to print in landscape and portrait format.
Now the New Article column is not sortable in ticket overviews.It would be really useful if it could be sortable as this would ease the agent's job. When there is activity in several tickets within a short period the agent has to check all the pages to see if all the notes had been read in tickets which have to be monitored by him (being not responsible or owner). Some alternative solutions have been tried out: 1. Monitoring... more »
It'd be great if OTRS supports chrome native notifications so the Agents get alerts about new tickets,new articles, etc
I suggest allow to use Dynamic Fields marked as "Internal" (eg. ITSM Dynamic Fields) in Process Management Activity Dialogs.
agents without administrative rights can't make bulk actions to configuration items in cmdb like adding a sap number, changing a value not coming from an etl process, etc. that functionality working with custom keys from config item definitions would be just awesome.
When working in projects it would very helpful to set a date for a queue when all Tickets in it will be escalated. Until now it is only possible to set a timevalue when Tickets get escalated.