IT Service Management

Workorder agent as group or workorders sorted in queues

Normally you can assign one workorder agent directly to a workorder by a condition. But what happened if your preassigned agent is not availible? Tickets are sorted in queues. An other agent can do it. The same I suggest for workorders. Normally there is not only one working agent, there is a workorder team for a theme. I suggest to make it possible assigning groups as workorder agents or to sorting it in queues similar ...more »

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8 votes

IT Service Management

Change serveral CMDB items at once

It would be nice to have a feature similar to tickets, where you can change serveral items at once.

 

This could be something like doing a search, selecting three items (like it is in tickets) and then select a 'group action' (in German: Sammelaktion).

 

Doing this you could leave fields grey-shaded, where the items have different values and white where they have the same values.

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18 votes

Reporting and Analytics

Statistics about groups of agents, additional to single agents

I suggest to allow creation of statistics not only on agents but also on groups. Sometimes you just want to know how "your" team was performing - instead of adding (and maintaining) the different agents one by one it would be nice, just to run the statistics over a group of agents. The agent groups are already maintained - so there's no additional need to adopt your statistics in case a new agent joins a team.

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7 votes

IT Service Management

OTRS:ITSM:Change - multi company support

When creating a new Change, the change and, all associated work-orders, should only be visible to a specific group (that represents a company). This group should of course not be the predefined itsm-change-* groups that comes with the ITSM module.

 

If using a multi-company setup, as it is today, all companies can see all companies' changes if having itsm-change-privileges. That's of course a showstopper.

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12 votes

Development

Agent effective rights reporting

I suggest to add an item to Admin interface for "effective user permissions" reporting. This tool should work based on group and role privileges and memberships, and shall show the following report options: - show effective rights for a particular user in a particular queue (along with the source for the permission (role R_x or group G_y), - show effective rights for all users in a particular group (table, each row = ...more »

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10 votes