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

3 votes

Development

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 »

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Voting

41 votes

Customer Service

Workflow: Customer Reminder for open Ticket (Auto Remind, Close)

If a ticket requires customer information, the ticket contact should periodically receive reminders. After a specific amount of days has passed, the ticket status get automatically marked as e.g. "Closed / No Response". No agent-side action required. The ticket will be set active again, if the customer follows up and answers to the ticket. Related forum topic: http://forums.otterhub.org/viewtopic.php?f=62&t=20922 ...more »

Submitted by

Voting

6 votes

New Feature / Feature Enhancement

Improve Online Users

It would be great to improve the dashboard widget "Online Users" to accomplish the following: - If you click on a customer, you will get to the customer information center for that customer - If you click on an agent, you will get a search result for any ticket this agent has locked to his id It would be great if the action on click would be configurable to have also something like - agent: get a list of tickets ...more »

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Voting

7 votes

Development

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 »

Submitted by

Voting

9 votes

Reporting and Analytics

Customized reports

Hello, Must say OTRS looks really nice, but there is something we greatly miss before definitively deciding to use it instead of our custom made ticket management system. I am talking about billing reports (or invoices) for customers. Although reports can be customized to display different data, they are still quite restrictive. Let's say a customer makes requests a few times a month (or any other period). We fulfill ...more »

Submitted by

Voting

9 votes