New Feature / Feature Enhancement

Linking CIs via Postmaster Filter/Generic Agent

I would like to have an option to link CIs based on a regular expression (Subject|Body) within the Postmaster Filter and/or Generic Agent. Example for Postmaster Filter: We have a filter condition for subjects that looks like: ((?<=\bCI:\s)(\S+)) So I would like to link the CI written in the subject [***] with the CI in the CMDB. Example for Generic Agent: I have a process where a customer or an agent can enter a string ...more »

Submitted by (@markus.hlinka)

Voting

5 votes

Other

Right form of the names

OTRS aims to internationalization (i18n), so the right appearance of the dates is provided according to the language files. Nevertheless, the names are still not in the right form. There is not a separate setting for the Customers' names, it can be manipulated only in the Config.pm file, but is doesn't appear on the Customer's interface (Picture 1). There is a separate setting for the Agents' name here: Framework → ...more »

Submitted by (@sassszilvia)

Voting

4 votes

Development

Generic Agent Ticket FollowUp trigger

... is missing. I can only specify TicketNoteAdded without filtering author: Customer or Agent. FollowUp events filtering would be very useful. Use case: I have a bunch of services set with different SLAs. And I have 'Customer' queue without any notifications, SLA isn't being calculated there as well. Ticket awaits response from customer in that queue. Once customer has responded, ticket should be automatically moved ...more »

Submitted by

Voting

1 vote

Development

Alias for Agent From Field

If you want to sent a ticket to external partners they probably don't know who Helpdesk(OTRS@company.de) is for example.

So if you can choose another alias for the from field in the ViewCompose window that would be very helpful.

Thereby the Emailadress should not be touched only the alias/display name

For example (Peter Smith (otrs@company.de) instead of Helpdesk(otrs@company.de)

Submitted by (@netbez)

Voting

0 votes

Development

GenericAgent filter for changetime on agent or customer change

Currently the GenericAgent allows to filter on change times. However, the last entry in the ticket history is evaluated, meaning also system updates influence this filter (things that OTRS does to the ticket by e.g. genericagent actions, or events etc). What would be very helpful is to have the possibility to filter on the last change time from a customer and/or an agent, effectively filtering out all system updates ...more »

Submitted by

Voting

2 votes

New Feature / Feature Enhancement

Improved MERGE function

There are several key things that all our teams do in all our OTRS systems: Open, Answer and Close Tickets Assign Tickets to People and Queues Delete Tickets, and finally MERGE Tickets As we use the email-to-OTRS mechanism for ticket creation quite heavily, merging tickets is probably about the 4 or 5 most common task our teams perform to properly organize support issues. Unfortunately, merging ticket is also, bar none ...more »

Submitted by

Voting

8 votes

Development

Generic Agent send email with attachment

The generic agent should be able to send emails to the same receipients as the event based notification functionality can do. Basically the email should contain the complete ticket inkl. history and attachments - preferably defined using the following parameters: complete, complete incl. attachments, only last ticket article, only last ticket article with attachments. The sent email should be attached to the ticket ...more »

Submitted by

Voting

4 votes