To create a 2 factor token, currently a software of a third party would be required. In my opinion, it would be more user-friendly to have a button in OTRS user 's preferences window, which would generate such a 2 factor token.
Currently the Customer object is not connected with ITSM Change, which hinders to have an overall look of all changes/work orders related to the customer. If it was possible to have a lock-up field for the Customer object, agents could easily choose an existing customer from the lock-up field in the ITSM Change. This prevents wrong spelling of the customer name in a customized text field. It also helps the Agents to get ...more »
It would be great to have different service criticalities for different customers.
When having the ticket list open with My Tickets, I always see the email text of the first answer I received - after the ticket title. I don't see the text (body) of the last email (neither of the last email I received, nor the last email I sent). Please make it possible to see any later interaction in the ticket. And it would be great to be possible to configure which I would like to see: incoming or outgoing (for me ...more »
[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.
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 »
Some customers want to see their company tickets after they login and some customer their own tickets. It would be great if a customer could define the default view after a login in his preferences.
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 »
In rel. 3.3 should be a good idea to introduce the modification explained here:
in order to add customer details in agent dashboard
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 »
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 »
a customer asked if there is a chance to see when there is a new entry in a ticket (next to receiving mails).
Is it possible to transfer the agent-unread-star to the customer-frontend?