New Feature / Feature Enhancement

Inform involved agents / subscribed agents within Notes

When you add a note you can select the involved agents via a separate box. As far as I understood this list contains all agents which names you can find inside the ticket history list. Even the agents 'just' subscribed to the ticket. In order to clean this list a little bit I do suggest to have one box with involved agents (done any action like answer, add note) and another box which list the subscribed agents.

Submitted by

Voting

-2 votes

User Experience

Exclude merged tickets in search results by default

When doing a ticket search you get a list of all matching tickets. Some incidents do show up several times in the result list - as they were initially reported on several tickets. Now tickets have all been merged to one single ticket. I suggest only to list this remaining ticket and do not show all the others. Implementation could be done in following way: Search result will not show the merged tickets by default. But ...more »

Submitted by

Voting

8 votes

Customer Service

linking tickets to FAQs (unidirectional, temporary, hidden)

I suggest to - optionally hide links from tickets to FAQs - or to delete them after a configurable time - or to create a FAQ watch list - or to make unidirectional links possible, Use Case: 1. You work on a ticket and link it to a FAQ, so that you or others don't overlook it. (Usally because of important information to solve the ticket or to remember to update the FAQ. Similiar to the ticket watch list.) 2. Since ...more »

Submitted by

Voting

9 votes

Development

Add possibility to sort Lists

In the admin area there are a lot of lists: agents, groups queues... All these lists are sorted by different keys. one Time its the internal name of the object, one time its the display name and other times its the ID. Please add a possibility to sort the lists by choosing a column. Perhaps it is possible to make the column header a link to sort by that column. There are plenty examples for such a functionality in the ...more »

Submitted by (@yorfeix)

Voting

8 votes

Other

Disable or resize article overview handle in AgentTicketZoom

Please DISABLE the "resize handle" within the Ticket Detail View (Agent View? Zoom? or Articles List) or at least make it user (agent) configurable so that each Agent can decide if he wants to make use of it or not. In Fact, if you handle Tickets a lot and your ticket is growing fast (articles growing) then this Window Section with the graphical handle thingy gets pretty anoying if you want to keep a quick overview of ...more »

Submitted by

Voting

3 votes

Development

OTRS internal distribution lists

I suggest you to provide a distribution list management in OTRS directly. - Use case: You are not in the lucky situation to maintain a central directory server with distribution lists, but you have a well maintained customer contact database. Suddently =) there is a Major Incident and you need to inform a defined list of recipients by email. Because of NOT having a distribution list you have to put in all the email addresses ...more »

Submitted by (@nilsleideck)

Voting

10 votes

New Feature / Feature Enhancement

Enhancements to Ticket Lists

I suggest the following improvements to the ticket lists: - Display the ticket title as a field instead of just a mouse-over when you point at the ticket number. Currently the From/Subject of the initial ticket article is displayed but often the customer does not put in a very good subject on the initial article making it difficult to identify what ticket is what (also it makes it inconsistent with the dashboard view ...more »

Submitted by

Voting

2 votes