Im Moment müssen bereits hochgeladene Dateien beispielsweise bei einer ausgehenden Email nochmal aus einem Ordner hochgeladen werden um diese zu verschicken. Somit wird eine Datei evtl. mehrfach ins OTRS hochgeladen. Wünschenswert wäre es wenn die hochgeladenen Dateien im Ticket rechts in der Informationsleiste zu sehen wären und man diese von dort aus in eine ausgehende Nachricht etc. per drag and drop ziehen könnte. ...more »
Dear team, since idea nr. 420 (https://otrsteam.ideascale.com/a/dtd/Customer-Dashboard/116448-10369) hasn't any update since 7 years I dare to open this idea in addition. The standard ticketlist dashboards (e. g. escalated tickets, active process tickets, etc.) mostly don't fit all of the agent's needs. Making the ticketlists of the dashboardable is in my eyes a crucial and really helpful addition to the other dashboards. ...more »
Unsere Agent's teilten uns mit, ob es möglich ist, mit «confirm» bei der Queue abonnieren direkt zu speichern ohne den zweiten Hacken noch zu bestätigen.
Edit by moderator, English translation:
Agents are requesting to save personal preferences like the queue subscriptions by just clicking "confirm" instead of having to press the checkmark button afterwards.
If we open an ticket all articles were copied to the var/tmp/ directrory and if they have s/mime content they will be checked with openssl. This is a very, very time expensive task... check CRL lists...For example here we have a 30 article long ticket with round about 15 smime mails and opening the ticket (AgentTicketZoom) takes round about 11 seconds with s/mime. If we disable smime opening tackes round about one second. ...more »
The possibility to have a tool tip available for the dynamic fields would be nice in order to guide costumer with there selection/required information.
It would be nice, if i can set the next mask after close, like the next mask after create ( PreferencesGroups###CreateNextMask).
The contrast between the background and the characters' colour is not strong enough, lower than 4,5:1(light grey background with medium grey characters). The colour hasn't been changed since 2010, when OTRS 3.0 version was released. That would be really useful for partially sighted users if the contrast could be bigger - see the mission in the Developer Manual regarding to Accessibility: https://otrs.github.io/doc/manual/developer/stable/en/html/accessibility.html. ...more »
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)
Additionally to the current auto-built layout a grid style one to place 2 to 3 fields on the same row in order may be useful to avoid long vertical fields list.
It is very simple "social web" solution but powerful :-)
I need plugin for OTRS for tick my favourites tickets for my interest. And I need simple favourites list, too.
I suggest you...save dashboard sort in user profiles.
When you click a column heading to sort one of the dashboard sections and you have Dashboard Refresh turned on, when it refreshes, your sort order is lost.
Filtering choices should also be saved in user profiles
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 »