New Feature / Feature Enhancement

Enhance search for CI when linking within ticket

If you want to link a config item to a ticket from inside the ticket you can only search for it by - ConfigItem# - Name - Deployment State - Incident State (see CISearchFromTicket.png) It would be nice if you were given the same choice of custom fields just like when searching the CMDB (see CISearchFromCMDB.png). Because right now we always have to open a new tab, search for the CI there and copy over the CI# ...more »

Submitted by (@adrichter)

Voting

4 votes

New Feature / Feature Enhancement

Find similar tickets

It should be possible that if you add text to title or body to a new ticket - or if you work as an agent on an existing ticket - there should be related tickets proposed. This might work similar to the FAQ-feature in the customer portal. So maybe the text is checked automatically for key words and somewhere there is a box where there are tickets shown which contain the same key words (which are found there automatically ...more »

Submitted by (@stefan.abel)

Voting

8 votes

Reporting and Analytics

Dashboard

Search Results as Dashlets It would be a great (and preferrably easy to implement) idea to be able to make saved searches available in dashboards. So that if you define a search and save the parameters you could choose this saved search to appear as a dashlet in the dashboard. Seems to be pretty easy and would offer a lot of useful things (e. g. keeping track in the dashboard of all tickets in a certain queue which have ...more »

Submitted by

Voting

5 votes

Other

search ticket by number

We need to look for tickets by number a lot. Search field

Frontend::ToolBarModule###10-Ticket::TicketSearchFullText

is good, but full text search takes a lot of time.

And a switch that says that we are looking for a ticket number, or a separate search field like

 

Frontend::ToolBarModule###10-Ticket::TicketSearchNumber

 

could be a great thing.

Submitted by

Voting

4 votes

User Experience

OTRS Agent search results tick/check box bulk vs. one off

Allow multiple selects with option to zoom each ticked/checked case to open in a new browser tab vs. one off case tick/check and zoom to new browser tab. Could also include the other functions such as unlock/lock, history, priority, note, close, and move. When you select bulk tick/check box it does not provide any fo these options.

Submitted by

Voting

6 votes

User Experience

Improve Search - Allow OR combinations, open up all article fiel

Two improvements to agent searching options: -#1 Currently stringing multiple fields together assumes an "and" relationship between the fields. (i.e. ticket was created today AND responsible is me). I would like to have the ability to have an OR relationship between search fields (i.e. Customer is X or Responsible is Y). -#2 Provide the ability to search on tickets based on article level details (i.e. display all ...more »

Submitted by

Voting

12 votes

User Experience

Choose agents menu (instant search)

When you want to select an agent to be informed optional by a note, set as owner or responsible you can type the first letter on the keyboard to jump to the agents starting with this letter. Unfortunately this is only working with the first letter. I do suggest to have this feature implemented as an instant search, so when you type the first few letters of an agent name you will jump directly to that agent.

Submitted by

Voting

1 vote