Reporting and Analytics

Accounted time settings to the Postmaster Filter

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 »

Submitted by (@sassszilvia)

Voting

2 votes

User Experience

Allow copy and paste of header, time, email and image in one.

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.

Submitted by

Voting

8 votes

New Feature / Feature Enhancement

Mail from all entries

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 »

Submitted by

Voting

3 votes

Documentation

Empty salutation and signature as default in queues

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.

Submitted by

Voting

18 votes

Development

Connect to IMAP servers via TLS

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 »

Submitted by

Available as Business or freely selectable Feature : No MODERATOR

Voting

3 votes