User Experience

Customer signature

[DE] Es wäre für Customer ein schönes Feature, wenn mittels Klick auf einen "Signaturbutton" eine in den Preferences eingestellte Signatur in einen neuen Artikel eingefügt werden könnte.

 

[EN, edit MV]: Please add the possibility for Customers to add a customizable and configurable signature to articles. The Customer should be able to configure the signature via her or his preferences.

Submitted by (@doerrer)

Available as Business or freely selectable Feature : No MODERATOR

Voting

1 vote

New Feature / Feature Enhancement

Print selected articles

It should be possible to select multiple articles that you print.

So as an addition to print the whole ticket and to print a specific article, there should be e.g. checkboxes to select the articles you want to print.

 

Use case:

You want to print a ticket, without internal notes or without a specific article because there is a table or a picture that makes the print look bad.

Submitted by (@stefan.abel)

Voting

7 votes

New Feature / Feature Enhancement

Move article sent to "wrong" ticket, to the correct one.

Sometimes it happens that for example after a ticket-split the customer is sending replies onto the ("wrong") original ticket. You would like to have this response onto the new created (splitted) ticket. I suggest to have a possibility to move such articles in a quick and easy manner into the other (linked) ticket, so that agent can directly place a response on this article inside the correct ticket. This will help ...more »

Submitted by

Voting

4 votes

User Experience

Improve Search - Allow OR combinations, open up all article fiel

Two improvements to agent searching options: -#1 Currently stringing multiple fields together assumes an "and" relationship between the fields. (i.e. ticket was created today AND responsible is me). I would like to have the ability to have an OR relationship between search fields (i.e. Customer is X or Responsible is Y). -#2 Provide the ability to search on tickets based on article level details (i.e. display all ...more »

Submitted by

Voting

12 votes

Development

Add an event for New Ticket Create with first article

Add an event to PostMaster/NewTicket.pm after the article is made. I figure the code to add before the end of sub Run is: # trigger event $Self->EventHandler( Event => 'PostMasterNewTicket', Data => { TicketID => $TicketID, ArticleID => $ArticleID, }, UserID => $Param{InmailUserID}, ); The idea is to be able to grab the article when the ...more »

Submitted by (@crythias)

Voting

2 votes

User Experience

Option to limit length of e-mail articles in TicketViewZoom (i.e

In OTRS 3.1 e-mail articels do not expand completely in the customer front-end. Instead, if an e-mail contains replies, only the last one is shown. The rest of the e-mail body is hidden, but can be expanded via quotation-links. In contrast to the customer front-end, the agent interface always shows the complete e-mail (in TicketZoomView). This can create very long articles. This becomes a hassle when you expand all articels ...more »

Submitted by

Voting

2 votes