Documentation of Admin and ITSM in EPUB format.
I suggest to add an admin frontend to modify the language files. This enables an OTRS admin to modify translations without having the need to access the server filesystem directly to modify OTRS files.
Even more powerful would be an inline editing of description fields and an additional frontend to translate text blocks, e.g. for the event based notifications.
I like that each module like FAQ, ITSM, Etc. That creates new links in Admin area has it's own box
Currently Language and Category management are on Agent interface but this tasks are more administrative they ahold be on admin interface
I suggest you enhance the relational data model and the Admin UI to scale to organisations with multiple support teams (and therefore queues), many services, many SLAs and many customers.
Right now, if you have more than 40 customers and 40 services, mapping them together is a tedious business. Customer Roles (and the ability to map Services to Customer Roles) would go some way towards solving this problem.
I suggest you allow "read-only admin" access, i.e. the ability to see the system configuration without being able to change/break it.
This should be possible by simply giving someone 'ro' access to the 'admin' group (in OTRS 3.0.4, the Admin button is still hidden for users with this access).a
I would love to transfer the existing documentation into a wiki where the community has the chance to contribute to it
I suggest to harmonize the notification configuration on administrative site. Currently there is a area for notifications sent on specific events with a own behaviour based on the agent language. Then there is another notification area free definable for certain events, with some group based recipients and other selections, but no RichText. Then there is anoher notification mechanism for ChangeManagement where you can ...more »
I suggest we implement sth. to fix the order of the postmaster filters.
Drag&Drop would be nice but sth. like "create before filter no. xyz" would be a good start...