The OTRS framework doesn't have any fraud prevention or insider threat prevention measures. Thus we tried to implement counter measures on the database side. But the measures were bound to fail, because OTRS uses just one database user for all agents. If we want to limit the access to data per day or so, we need a more granular model. We suggest the usage of one database user per agent or restrictions on frontend side. ...more »
New Feature / Feature Enhancement
When a user signs up to otrs it should be possible to upload the GnuPG key to receive the initial password as an encrypted E-Mail. As OTRS already implements GnuPG and S/MIME this feature should be easy to accomplish.
I would like to add the possibility for agents to send the whole ticket including all notes to a customer by mail.
For now, people press the print button and then append the pdf in the mail that is being sent to the customer. Adding a button or maybe allowing the agent to choose that action when closing a ticket would make that process way faster.
Allow the definition of a global answer template or to add css/html in the Ticket::Frontend::ResponseFormat configuration setting .
this template should wrap messages written by the agent (using a standard answer template or not).
allow the use of CSS / Styles in answer templates. Now they are removed from the HTML code.
Dear team, since idea nr. 420 (https://otrsteam.ideascale.com/a/dtd/Customer-Dashboard/116448-10369) hasn't any update since 7 years I dare to open this idea in addition. The standard ticketlist dashboards (e. g. escalated tickets, active process tickets, etc.) mostly don't fit all of the agent's needs. Making the ticketlists of the dashboardable is in my eyes a crucial and really helpful addition to the other dashboards. ...more »
We split our division into several teams of about 10-30 people inside there regular section. But of course they also appear in some kind of x-matrix teams as well as the section chiefs are in a ressource chiefs. If anybody adds an appointment, connected to a resource and agent, you cannot see it in other resources. The workaround is to mark all resources and then add the person. I see two problems with this solution: ...more »
If we open an ticket all articles were copied to the var/tmp/ directrory and if they have s/mime content they will be checked with openssl. This is a very, very time expensive task... check CRL lists...For example here we have a 30 article long ticket with round about 15 smime mails and opening the ticket (AgentTicketZoom) takes round about 11 seconds with s/mime. If we disable smime opening tackes round about one second. ...more »
We would find it useful to be able to mark certain customers in a similar way to the way the VIP module works. We have a BETA test group in our company and so we would like to be able to label customers with Beta and use a different colour to highlight them.
Currently the Customer object is not connected with ITSM Change, which hinders to have an overall look of all changes/work orders related to the customer. If it was possible to have a lock-up field for the Customer object, agents could easily choose an existing customer from the lock-up field in the ITSM Change. This prevents wrong spelling of the customer name in a customized text field. It also helps the Agents to get ...more »
There should be a message/logfile which entities have been skipped during the import.
In the Config Item zoom, there is no way to choose which linked items (for example: tickets) are shown, so, when too many tickets are linked to a CI, opening the CI zoom view could get slower, or simply not too smart when you need to scroll down for a long time. It would be great to make possible to configure from the SysConfig, which tickets and other elements are shown. It would be important to be able to filter archived ...more »
In heterogenious environments it would be helpful if ticket notifications could be configured per queue (similar to escalations) instead of configuring them globally. Some teams are working email focussed others are not. Some teams like to receive an email for every update of a ticket others want as few emails as possible. Ideally there could be a default configuration for all and a dedicated configuration per queue ...more »
It should be possible to set a pending time via a transition action in the process management.
Like if you have a dynamic field of type date/time and want to set this as a pending reminder time for the next process activity.
As administrator, I want to use regular expressions for ticket selections in the generic agent interface. This offers me much more flexibility and reduces the amount of mostly similar generic agents (e.g. searching for typos like "gogle").
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