it would be useful if OTRS would show the num of New/Open/etc. tickets in the title -- that is the stuff between the <title> tags. Might not be necessary for all pages, but the Dashboard could put this real estate to better use than a static "Dashboard - OTRS" string
It would be great if we could change the "Current Incident State" of a CMDB CI when linking an Incident ticket to the item. For example, a hard disk in a SAN fails and we raise a ticket. While linking the ticket to the CI (while creating the 'Incident' ticket), we could change the "Current Incident State" from 'Operational' to 'Incident'. This streamlines the process and helps those of use whose CMDB is effectively ...more »
It would be nice to have some sort of a universal condition engine. (like in ITSM change management)
Such unified it could be used to define ACLs as well as change conditions in a centralized way. Workflows could be modeled in a simple way.
One could ether use a GUI (as used with changes yet) ore to define it config style (like the ACL definition today).
new ,,paused,, state, where SLA time counting is paused...
I am missing in customer zoom / notes a possibility not to change ticket state. We have allowed change a ticket state by customer, but in the configuration is needed to select which state will be set after customer note, for example "open". It will be better (like in agent interface) to have there state like "-", means not-to-change-state by default and change it by selecting.
I suggest you implement states workflow. It will be fine to have choice to configure which state will be after another, etc. For example there are four states: new, open, resolved, close. The workflow will be: new -> open -> resolved -> closed and you will not be able to go directly new -> resolved or resolved -> closed. Now it is possible. And one more improvement, it should be useful to have choice which states are ...more »
I suggest you to add the possibility to have more than one survey activated as 'Master'.
Actually, when I set one of them in Master, automatically OTRS set other to "Valid".
thanks to luvico86:
I suggest to establish a filter in all Change Views to hide Changes in an END state
I'd like to have a dependency from a workorder to ANY CI (Service=CI) that would effect the "Incident State" or even "Deployment State" of this CI.
like: IF workorder "GMS-07 Set Mailserver on fire" = In Progress THEN set CI-IState to Warning"
I suggest to implement Conditions and StateMachines for CMDB to allow Asset LifeCycle Management.
I suggest a kind of Lock-State for the Change if it is succesful or in any other *END state.
For security/revision reasons this might be necessary.
Maybe this should not be ative for emergency changes, as the documentation may be made after the change is done but even then there might be some kind of "LOCK-button"
I suggest the implementation of different workorder state machines. - For different kinds of changes there seems to be the customer requirement for different WO state machines. Customers should be able to define this "kind of change" themselves - If sometime the state machine is changed this will a) affect all active templates and b) will have a very bad effect on the closed changes in terms of revision... as far as ...more »