Development

CHANGE TYPE OF NOTIFICATION STRUCTURE FOR BASE ORACLE

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 »

Submitted by (@ricardogomes)

Voting

2 votes

Development

Alias for Agent From Field

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 (otrs@company.de) instead of Helpdesk(otrs@company.de)

Submitted by (@netbez)

Voting

0 votes

Development

[Process Management] Email and templates

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 »

Submitted by

Voting

6 votes

Development

Generic Agent send email with attachment

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 »

Submitted by

Voting

4 votes

User Experience

Email Settings for Pending Reminder

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 »

Submitted by

Voting

0 votes

Development

Block follow up emails on tickets closed x days before

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 »

Submitted by

Voting

2 votes

Other

Avoid double articles if email is addressed to 2 system adresses

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 »

Submitted by

Voting

1 vote

Integration

Layout of email recipients

In all email forms where I can enter an To, CC or BCC the address type is always on the last line of the particular type. I think this is very confusing as one will normally read from top down. Perhaps it is possible to group the addresses in a more obvious way. This can be done by a padding to the next type group or by printing the type in front of every row. At least the type should be in the first line of that ...more »

Submitted by (@yorfeix)

Voting

2 votes