New Feature / Feature Enhancement

Linking CIs via Postmaster Filter/Generic Agent

I would like to have an option to link CIs based on a regular expression (Subject|Body) within the Postmaster Filter and/or Generic Agent. Example for Postmaster Filter: We have a filter condition for subjects that looks like: ((?<=\bCI:\s)(\S+)) So I would like to link the CI written in the subject [***] with the CI in the CMDB. Example for Generic Agent: I have a process where a customer or an agent can enter a string ...more »

Submitted by (@markus.hlinka)

Voting

5 votes

Development

Generic Agent Ticket FollowUp trigger

... is missing. I can only specify TicketNoteAdded without filtering author: Customer or Agent. FollowUp events filtering would be very useful. Use case: I have a bunch of services set with different SLAs. And I have 'Customer' queue without any notifications, SLA isn't being calculated there as well. Ticket awaits response from customer in that queue. Once customer has responded, ticket should be automatically moved ...more »

Submitted by

Voting

1 vote

Development

GenericAgent filter for changetime on agent or customer change

Currently the GenericAgent allows to filter on change times. However, the last entry in the ticket history is evaluated, meaning also system updates influence this filter (things that OTRS does to the ticket by e.g. genericagent actions, or events etc). What would be very helpful is to have the possibility to filter on the last change time from a customer and/or an agent, effectively filtering out all system updates ...more »

Submitted by

Voting

2 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

New Feature / Feature Enhancement

Vacation function for Generic Agent

It should be possible to choose if a job created with generic agent should run also on vacation. If you have a job that should be running especially on vacation or especially not on vacation there is no possibility to choose. At the sysconfig there is already a setting Framework -> Core::Time::TimeVacationDays Please built in two options which use this setting at generic agent. Run also at vacation [X] and Run only ...more »

Submitted by (@netbez)

Voting

12 votes

Integration

BPMN XML Generic Interface Connector for OTRS Process Management

I suggest to provide a Generic Interface Connector for the OTRS Proces Management module that accepts BPMN XML to create and update existing processes as well as providing BPMN XML created from existing processes to import the definitions into external BPMN Editor like Yaoqiang BPMN Editor, Bizagi, Bonita or ARIS. Cheers, Nils

Submitted by (@nilsleideck)

Voting

5 votes