It would be helpful if receipients in BCC would be visible in the ticket for the agents. Of course this attribute may not be accessible for the customers due to data protection but for the agents it would save much time. To work with the ticket history shouldn't be the general way for this.
Let's take a situation where several agents use not the OTRS interface for ticket handling, but they send articles via e-mails. The tickets are managed with these e-mails (ie. priority, status...etc.). See the relating chapter in the Admin Manual: http://otrs.github.io/doc/manual/admin/stable/hu/html/administration.html#adminarea-postmasterfilter With the help of the mail filters many things can be settled, but not ...more »
When Copying and Pasting content of a customer's email into other emails or other rtf documents, the header must be copied separately from the content.
The header should contain key email information such as the timestamp and the sender's email.
The body and the header should not be divided in a way that prevents copying both at once.
The images should past correctly along with the text contents.
Mail-Notifications in HTML format would give more clarity to the respective recipients.
I used an other helpdesk system. In this helpdesk system is it possible to send mails from ticket in all position, it is also possible to send real empty mails with ticket-header and ticket system as sender. Real example: I have a request from a user with a problem. For solving the problem I use the developper from our group (the user request in German, the developper communication in English). I send a few info via the ...more »
When you send notifications to generic job, I propose that the notifications of an agent are grouped and included in a single email notification.
Now an email is sent for each ticket, if you send 100, 100 email notification. Too many with risk of spam.
The X-OTRS mail headers are a brilliant way to route the ticket or fill the database. But debugging is hard, because OTRS shows no log of the processed X-OTRS headers.
So it would be nice if the processing action is shown in the system log.
Not every queue needs a salutations and or signatures. By now it's not even possible to define an empty salutations or signatures. It's not even possible to get a space accepted as text.
It would be great if queues could go without both. Easiest would be to set an empty salutation/signature as default. This would also speed up queue creation a big time.
PROBLEM DESCRIPTION =================== Some servers can require connections over TLS only. OTRS currently can only handle Plain or SSL. It would be really useful if OTRS can also handle connections to TLS based servers. For IMAP it can be implemented like this: http://search.cpan.org/~plobbes/Mail-IMAPClient-3.25/lib/Mail/IMAPClient.pod#Starttls see also this Stackoverflow topic http://stackoverflow.com/questions/826266/is-there-a-perl-imap-module-with-tls-support ...more »
similar to cc in email when customer open a ticket It's necessary to provide CC fild in composing windows in customer frontend. when requester pres submit button an email (possible customizable via event message) must be send to CC email adress
By now it is impossible to set any additional mail-headers. This not only refers to "normal" mailing but also to the core modules. Even custom development cannot use the mail object (Kernel::System::Email).
We need the option to have mail headers to communicate with different systems.