User Experience

Active contents in overview small.

Allow changing more then just the customer from the small overview.

 

In the current overview small, it is possible to change the customer of a ticket without leaving the overview (just a popup).

 

This would be great if the same links were added to Owner Queue Title and State as well.

Submitted by (@diginin)

Available as Business or freely selectable Feature : NO MODERATOR

Voting

0 votes

New Feature / Feature Enhancement

Show different links for Dynamic field

I suggest to allow creation of a dynamic field (Type = text) with different URLs / links for each word (space separated) inside the list. In such a case you could enter different ids of bugtracking system which are linked to this ticket/article for example: TK234, TK235 Later on for each entry a URL will be created: www.bugtracking.company.com/tk234 www.bugtracking.company.com/tk235 (In current implementation a link ...more »

Submitted by

Voting

8 votes

User Experience

Include article URL inside "show all article" view

When viewing all articles inside ticket view - it is easy to browse through the whole ticket and find the article you where looking for. Unfortunately there is no easy way to copy the URL of the article you were looking for - to send it via IM to another colleague.

Therefore I do suggest to add a Link inside the header of each article where you can copy the article URL into clipboard.

Submitted by

Voting

10 votes

Development

Improve lookup offered when creating a Link

The Link Object page (AgentLinkObject) would be more usable if it offered more fields to search on. For example, we manually customize ours so we can search on CustomerID.

 

This was previously wished for in 2009 by someone else at http://bugs.otrs.org/show_bug.cgi?id=3714

 

It also lacks the ability to page through matches, and seems to list only 49 matches.

Submitted by (@johnmurray)

Voting

5 votes

IT Service Management

Show a Customers Config Items when Creating a Ticket

Currently when you raise a new ticket after selecting a customer the “Customer Information” box on the right is propagated.

 

I suggested this box be extended or another box added below showing the config items that customer owns such as there laptop, mobile phone, printer etc.

 

Maybe also being able to quickly “Link Ticket” to a item in this box would be good.

Submitted by

Voting

34 votes

New Feature / Feature Enhancement

Split ticket to outbound email

When I split a ticket, I'd like to be able to create an email (i.e. outbound) ticket instead of a phone ticket.

 

It seems strange that you can do one and not the other, and it would be useful for those situations where you need to discuss security details with a 3rd party without the customer seeing them, yet linking them together in OTRS as a permanent record of how a particular issue was solved.

Submitted by

Voting

10 votes

Development

Have both link display options (Simple/Complex)

I suggest to have both link options available - Complex (on the bottom of the ticket) and Simple (on the right hand side ticket information area).

This way you have the chance to notice links in tickets with loooong replies (typical TOFU).

 

So in the end we would have 3 possible options:

- Simple

- Complex

- Simple+Complex

 

This applies to v2.4 - I'm not sure about the layout of 3.0.

Submitted by

Voting

3 votes