In heterogenious environments it would be helpful if ticket notifications could be configured per queue (similar to escalations) instead of configuring them globally. Some teams are working email focussed others are not. Some teams like to receive an email for every update of a ticket others want as few emails as possible. Ideally there could be a default configuration for all and a dedicated configuration per queue ...more »
If you will sent a mail out of a master ticket for e.g. for a Solution all slave tickets receives the same mail. But in master ticket you don't see all recipients. Only the customer of the master ticket is shown. It confused some agents if they want to close the master ticket.
I suggest change the type of field TEXT on the table NOTIFICATION_EVENT_MESSAGE from VARCHAR2(4000 BYTE) to CLOB. Because is not possible send larger mails than 4000 bytes. This problem only affects OTRS that have ORACLE database in the MYSQL database the type of the column is type TEXT that is more large of VARCHAR2(4000 BYTE). The structure type TEXT in MYSQL database would is equivalent to the CLOB in ORACLE database. ...more »
It will be really great if you can add as transition action 'email notifications'.
This way we can specify the notification we want for each state instead of creating Gen Agents and notifications.
I suggest to allow subscription on new or modified FAQ articles. Agents should be able to select the FAQ categories were they would like to get a notification in case of new or changed articles
If you want to sent a ticket to external partners they probably don't know who Helpdesk(OTRS@company.de) is for example.
So if you can choose another alias for the from field in the ViewCompose window that would be very helpful.
Thereby the Emailadress should not be touched only the alias/display name
For example (Peter Smith (email@example.com) instead of Helpdesk(firstname.lastname@example.org)
In workflows, I'd like to be able to send emails, following a predefined template (as the "Reply" dropdown does). This can be either: - via the Activity Dialog (e.g. special field "Email" similar to "Article"), where I could specify the template to use, and that will display the subject & body of email in the dialog. - or via a Transition Action, provided I can pass variables or expressions in the parameters. ...more »
The generic agent should be able to send emails to the same receipients as the event based notification functionality can do. Basically the email should contain the complete ticket inkl. history and attachments - preferably defined using the following parameters: complete, complete incl. attachments, only last ticket article, only last ticket article with attachments. The sent email should be attached to the ticket ...more »
I suggest you to add an additional email settings inside the agents preferences. In case an unlocked ticket does reach the pending time - a pending reminder is send to all agents registered for that (my) queue. Yes, right - usually the ticket should be locked by an agent, so that only this agent does receive the pending notification. Unfortunately sometimes agents unlock the ticket which will create a massive spam of ...more »
We have allowed follow up emails for customers to reopen old tickets. Reopening a ticket closed just few days back is absolutely fine for use but sometimes it happens that customers reopen tickets closed several month back - this we would like to avoid.Therefore a setting in OTRS would be nice which disables follow up on tickets closed a configurable time back. For example 100 days. In such a case the email should result ...more »
Sometimes it happens that customer do send their requests to different known email addresses or adding another one in cc. This results in two single articles with same content within otrs - as both the email adresses are connected to OTRS. It is difficult to teach the customer not to cc another system address (due to their habits) - therefore it would be nice if OTRS can detect by itself if same email is received twice ...more »
I suggest to have an option "reply with quote" beside of "Reply" and "Replay all". By default you will not have the history (of emails) repeated in your answer - so you have configured the system accordingly. But sometimes you would like to have it inside, then it would be great to have this option available