User Experience

OTRS Important Articles in History

I suggest that add History events for marking articles as important. It would be nice to know who marked the article as such and when. We use this feature in a slightly different manner. We use language translations to change the text from "Mark as Important" to "Mark as Bad Information". We also changed the icon from an exclamation mark to a traffic cone. The History entry would need to be impacted by the the Language ...more »

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7 votes

Development

Reset owner list after change of queue selection (Move Queue)

The list of possible new ticket owners on "Move Queue" can be expanded from the default subscribed agents to all that have permission by clicking the symbol ("Get all") to the right of the dropdown list for New Owner. When you then select another "New Queue", the possible owner list remains expanded and is not reset to the subscribed agents for that new queue, obscuring who whould be appropriate to select. There had ...more »

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2 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.

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Voting

4 votes

New Feature / Feature Enhancement

Improved MERGE function

There are several key things that all our teams do in all our OTRS systems: Open, Answer and Close Tickets Assign Tickets to People and Queues Delete Tickets, and finally MERGE Tickets As we use the email-to-OTRS mechanism for ticket creation quite heavily, merging tickets is probably about the 4 or 5 most common task our teams perform to properly organize support issues. Unfortunately, merging ticket is also, bar none ...more »

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8 votes

New Feature / Feature Enhancement

Move article sent to "wrong" ticket, to the correct one.

Sometimes it happens that for example after a ticket-split the customer is sending replies onto the ("wrong") original ticket. You would like to have this response onto the new created (splitted) ticket. I suggest to have a possibility to move such articles in a quick and easy manner into the other (linked) ticket, so that agent can directly place a response on this article inside the correct ticket. This will help ...more »

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4 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 »

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0 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.

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Voting

6 votes