Other

Web notification development

Web notifications' visual alarm effect is not strong enough. The different browsers and operation systems display the notifications in a different way, so these notifications may be not realized or realized too late by the agent. In OTRS 5 a new notifications has been introduced that calls the attention to a network bug. Similar type of notifications could be introduced for ticket and chat notifications, too. See the ...more »

Submitted by (@sassszilvia)

Voting

1 vote

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 »

Submitted by

Voting

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 »

Submitted by

Voting

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.

Submitted by

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 »

Submitted by

Voting

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 »

Submitted by

Voting

4 votes