Other

Web notification development

Web notifications' visual alarm effect is not strong enough. The different browsers and operation systems display the notifications in a different way, so these notifications may be not realized or realized too late by the agent. In OTRS 5 a new notifications has been introduced that calls the attention to a network bug. Similar type of notifications could be introduced for ticket and chat notifications, too. See the ...more »

Submitted by (@sassszilvia)

Voting

1 vote

Development

CHANGE TYPE OF NOTIFICATION STRUCTURE FOR BASE ORACLE

I suggest change the type of field TEXT on the table NOTIFICATION_EVENT_MESSAGE from VARCHAR2(4000 BYTE) to CLOB. Because is not possible send larger mails than 4000 bytes. This problem only affects OTRS that have ORACLE database in the MYSQL database the type of the column is type TEXT that is more large of VARCHAR2(4000 BYTE). The structure type TEXT in MYSQL database would is equivalent to the CLOB in ORACLE database. ...more »

Submitted by (@ricardogomes)

Voting

2 votes

Development

OTRS_TICKET_UTitle unblank ticket title tag

Hi, I suggested a new tag < OTRS_TICKET_UTitle > to be set available for notification messages. On this tag any blank inside the ticket titles should be substituted by '%20' percent-encoding char, so that you may specify a mailto: statement inside the notification message, with no worries it could be truncated when used: The use case is a notification message, sent to the ticket owner, when he/she locks a ticket... ...more »

Submitted by

Voting

0 votes

User Experience

Email Settings for Pending Reminder

I suggest you to add an additional email settings inside the agents preferences. In case an unlocked ticket does reach the pending time - a pending reminder is send to all agents registered for that (my) queue. Yes, right - usually the ticket should be locked by an agent, so that only this agent does receive the pending notification. Unfortunately sometimes agents unlock the ticket which will create a massive spam of ...more »

Submitted by

Voting

0 votes

Development

show note detail in notification of new note email

Add Article fields to Notification Templates Agent::Add Note There does not seem to be a way of adding the actual note body. This is annoying as users need to click the URL to read the note. I see a more comprehensive list of fields here: http://gotopinion.info/wiki/index.php?title=OTRS I would recommend updating the official list of fields also http://www.otrs.com/en/open-source/community-news/tips-and-tricks/otrs-notification-tags/ ...more »

Submitted by (@tim.vdh)

Voting

2 votes

Development

Add an event for New Ticket Create with first article

Add an event to PostMaster/NewTicket.pm after the article is made. I figure the code to add before the end of sub Run is: # trigger event $Self->EventHandler( Event => 'PostMasterNewTicket', Data => { TicketID => $TicketID, ArticleID => $ArticleID, }, UserID => $Param{InmailUserID}, ); The idea is to be able to grab the article when the ...more »

Submitted by (@crythias)

Voting

2 votes

Reporting and Analytics

Weekly / daily summary of notifaction mails

Instead of getting a notification on each item, I would like to receive daily or weekly summary therefore I suggest to allow agents to choose how frequently they receive email notifications. Default = on each occurrence (like it is). But also daily or weekly summary would be nice - similar like you can choose in facebook or linkedin

Submitted by

Voting

1 vote