There are several key things that all our teams do in all our OTRS systems: Open, Answer and Close Tickets Assign Tickets to People and Queues Delete Tickets, and finally MERGE Tickets As we use the email-to-OTRS mechanism for ticket creation quite heavily, merging tickets is probably about the 4 or 5 most common task our teams perform to properly organize support issues. Unfortunately, merging ticket is also, bar none ...more »
To have a restricted user (agent) only for connections via generic interface. This user is a valid agent but should have no access to index.pl because it´s not needed.
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
It would be nice to see the accounted time for a ticket per agent, e.g. for the currently logged in agent.
In the agent preferences you can choose which types of queues that you have as your own.
The same thing would be nice to have to filter out services as well. This will then make it possible for a agent to work cross queue and only see "his" services.
It often would be really helpful for agents to get back to what they've done the last days. Like "I forwarded you that ticket yesterday" or "I had this particular guy just a minute before" or "wait I just closed that this morning". Would be cool to have a personal work log, analogue to the ticket history with filters on date, history type etc. and direkt links to the tickets/articles for quick access. Seems like an ...more »
When a customer has been answered one survey and he tries to get the survey again with the same publickey, otrs should show a message about the survey is already answered and also it must show the answered survey on read-only mode.
Thanks to Nils, Bug#5973
I suggest you to implement an interface to sync several ocs inventory ng servers with the cmdb of otrs.
Click2dial is a very useful tool for agents that have to do outbound calls: You click on the phonenumber on customer information, your phone rings and you get connected to your customer. You save time and -more important- you can focus on ticket history while you get connected. There are several Open Source Click2Dial solutions available already: Sipgate offers this as a Firefox AddOn. The better one is a vtiger CRM ...more »
I suggest to extend the SOAP Interface for all common tasks within Ticket, Service Level Management, Configuration Management and Change Management. Additionally it would be useful to have the SOAP interface modulare so that other packages can extend die SOAP interface with their objects and methods. E.g. the FAQ. This would enable other tools to use the OTRS FAQ or to update content in the FAQ.