New Feature / Feature Enhancement

Submitted by (@guenter.grein)

Configure ticket notifications per Queue

In heterogenious environments it would be helpful if ticket notifications could be configured per queue (similar to escalations) instead of configuring them globally. Some teams are working email focussed others are not. Some teams like to receive an email for every update of a ticket others want as few emails as possible. Ideally there could be a default configuration for all and a dedicated configuration per queue ...more »

Voting

-3 votes

Development

Submitted by

Set My Queues as Favorites in To: Dropdown

With an increasing number of queues in the system it gets harder and harder to quickly pick the right queue in the To: / MoveTo: / ... dropdowns.

 

Adding the personal queues as favorites to the dialogue would increase the accessibility of the most important ones.

Available as Business or freely selectable Feature : NO MODERATOR

Voting

17 votes

Other

Submitted by

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 »

Voting

6 votes

Development

Submitted by

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.

Voting

-1 votes

Documentation

Submitted by

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.

Voting

18 votes

Development

Submitted by

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.

Voting

-2 votes

Reporting and Analytics

Submitted by

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 »

Voting

10 votes

Development

Submitted by

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.

Target version : OTRS 3.1 MODERATOR

Voting

34 votes