New Feature / Feature Enhancement

Submitted by

Improved MERGE function

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 »

Voting

8 votes

Integration

Submitted by (@nilsleideck)

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

Voting

5 votes

User Experience

Submitted by

Personal work log/work history

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 »

Voting

43 votes

Integration

Submitted by

Click2Dial for 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 »

Voting

47 votes

Integration

Submitted by (@nilsleideck)

SOAP Interface goes ITSM and 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.

Voting

46 votes