User Experience

DynamicField Dropdown and ConfigItem do not show values.

DynamicFields with a Dropdown behaviour, so also ConfigItem (without Multiselect) should have an option to disable showing the possible values by on-click.

 

I want OTRS to search for values while typing (auto completion look-up) without showing a big list of all possibilties.

Like the the DynamicFields "Customer" providing this finctionality allready but only for CustomerUser.

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0 votes

New Feature / Feature Enhancement

reply to ticket and auto cc or bcc to manager

Hello, I am an service provider with many customers and clients. Some customers wants to have an cc when calls are created from people working for them. Is it possible to automate this with otrs ? So when an employee of an customer creates an ticket the manager or owner of the customer gets an automated cc or bcc of the same ticket and also on the answers given ? a few CustomerIDs where CustomerID::Boss wants ...more »

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1 vote

Development

Auto BCC

Allow fine-tuning of Core::SendmailBcc so that a custom BCC addressee can receive all Ticket Replies from a particular Queue (or Tickets sent from sender addresses)

 

alternatively, allowing CC and BCC to be configured in Responses.

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3 votes

Development

Option to suppress auto responses to new call tickets

In lots of situations and constellations an auto response to a call ticket is not necessary or even rather disturbing to the customer.

 

This said OTRS lacks an option to decide if or not auto responses are sent when a new call ticket is created and not closed immediately.

 

It's a rather small change to the Ticket/article.pm, so making it an option seems pretty straight forward.

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46 votes

User Experience

add config option AgentTicketZoom::RequiredLock

Add a config option to auto lock a ticket when opening (zooming) a ticket: AgentTicketZoom:RequiredLock =1 (just as all the other RequiredLock options). I want all opened tickets to be locked for reason:1. they should be locked....

2. it updates the ticket history table, so I can see who worked on the ticket and

3. I can calculate the time worked on the ticket based on the ticket_history entries

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7 votes