Other

Mandatory "My Queues" for Agents

Mandatory "My Queues" for Agents Agents can select from the Queues they are able to Read (or further rights) those Queues from which they want to be informed of new Tickets. At the moment the agents are able to deselect all "My Queues" and will then do not receive notifications on new tickets and so on. Therefor I do suggest to add a new feature for a queue to be a mandatory queue. All agnets that are abel to read ...more »

Submitted by

Voting

6 votes

Development

Sort Resonse Templates by groups or queues

I suggest to enable some kind of grouping for response templates. Currently it gets quite messy if you define a lot of response templates for different queues. Therefore a sorting / filtering by queue or groups would be very helpful and you don't longer need some workarounds with running numbers at the beginning of the response template name.

Submitted by

Voting

-1 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

15 votes

Development

Normalize subqueue and subservice database representation.

Currently sub-queues and sub-services are represented in the database in an un-normalized manner, the parent child relationship is defined via the name string, not by a key reference. This will hamper efforts to improve the visual representation and functions of these items, requiring further perl hacks to manage the parent-child relationship until it becomes unmanageable.

Submitted by

Voting

-2 votes

Reporting and Analytics

Agent individual notification settings for individual queues

I suggest to allow definition of email notifications individually for all "my queues". For example you should be able to define notification for new tickets in queue "A" and for queue "B" you just would like to be informed on follow-ups. Within preference page all my queues should be listed separately and for each queue I can select via a tick if I would like to get one of the different notifications (new, follow-up, ...more »

Submitted by

Voting

10 votes

Development

Clickable queue paths in TicketZoom

Often when working on tickets in different queues the 'back' button does not work as intended. In addition the way back into a queue or into the superordinate queue takes more than 3 clicks.

 

In the ticket zoom the queue display should be displayed as links into the given queues:

 

Queue::Subqueue should be [linktoqueue]::[linktosubqueue]

 

This would speed up queue access in complex setups.

Submitted by

Target version : OTRS 3.1 MODERATOR

Voting

34 votes