Development

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Customer and Company RO groups not working

If you add a group to the Customer or Company Group ro settings in Frontend::Module###AdminCustomerUser or Frontend::Module###AdminCustomerCompany, respectively, the users in those groups will get Read/Write access. I submitted this as a issue and tried to call it a bug, but OTRS has stated that the AdminCustomerUser and AdminCustomerCompany pages were always meant for read/write. So I couldn't submit this as a bug. ...more »

Voting

41 votes

Development

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Allow the ability to delete customers

Hi, I would like to suggest that you create a method to mark customers as deleted thereby removing them from the list on the customer management screen. I know that currently you can mark them as "Invalid" however this still allows the customer to be displayed, thus taking up space on the management screen. If you could mark a customer as "Deleted" it would then mean that the customer would not display on the management ...more »

Voting

10 votes

IT Service Management

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Support SLA-Customer Company assocs, automate service assocs

To our understanding of ITIL, the SLA sits in between the customer and the service--no ticket for a service without a corresponding SLA that governs it. The OTRS model already includes the association between the SLA and the service, but otherwise associates services directly to individual customer users. A commercial extension from OTRS.com (http://www.otrs.com/solutions/subscriptions/feature-add-ons/) is available ...more »

Voting

9 votes

IT Service Management

Submitted by

OTRS:ITSM:Change - multi company support

When creating a new Change, the change and, all associated work-orders, should only be visible to a specific group (that represents a company). This group should of course not be the predefined itsm-change-* groups that comes with the ITSM module.

 

If using a multi-company setup, as it is today, all companies can see all companies' changes if having itsm-change-privileges. That's of course a showstopper.

Voting

12 votes

New Feature / Feature Enhancement

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Enhancements to Ticket Lists

I suggest the following improvements to the ticket lists: - Display the ticket title as a field instead of just a mouse-over when you point at the ticket number. Currently the From/Subject of the initial ticket article is displayed but often the customer does not put in a very good subject on the initial article making it difficult to identify what ticket is what (also it makes it inconsistent with the dashboard view ...more »

Voting

2 votes

Development

Submitted by

Enhancements to Customer/Company Create/Edit screen

I suggest some enhancements to the Customer and Company creation/edit screens, such as the following: - adding optional field "help text" to the Customer and Company fields to explain to the technician what to enter there, maybe have it appear on mouseover - that helps with consistency of data entry - Allow conditionals (i.e. only allow entry into this field if another field is set to a certain value) - change the ...more »

Voting

8 votes

Development

Submitted by

Add "visibility" setting for customers and companies

I suggest adding a "visibility" drop down field to customers and customer companies that would allow their visibility to be limited to a specific group. We have certain teams of agents (technicians) that deal with specific groups of customers. It is not necessary or desirable for technicians from one team to see customers/customer details they will never be directly supporting. In some cases there are also specific high-security ...more »

Voting

9 votes

IT Service Management

Submitted by

Divide SLAs up into SLA-Template and SLA-Instance

I suggest that you split the current mechanism of SLAs up into two - Templates and Instances. We have a single mega-customer with 84 companies inside it. The SLAs cover minimum time between incidents on a per-company basis. Because of this, we need to create 84 individual SLAs per company (usually more because we want one SLA for critical issues and one SLA for non critical like printer problems). If OTRS was designed ...more »

Voting

1 vote