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

5 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

Documentation

Add HEADLINE column inside article overview table

When working on a ticket with lot of articles it is often difficult to find the right article from interest - this is due to the fact that most customers do not change the subject line of their emails. Inside the article thread view all articles are listed with the same SUBJECT. Therefore I do suggest to add an additional column (HEADLINE) inside this view where agents can easily put a rough description or headline of ...more »

Submitted by

Voting

1 vote