Reporting and Analytics

Accounted time settings to the Postmaster Filter

Let's take a situation where several agents use not the OTRS interface for ticket handling, but they send articles via e-mails. The tickets are managed with these e-mails (ie. priority, status...etc.). See the relating chapter in the Admin Manual: http://otrs.github.io/doc/manual/admin/stable/hu/html/administration.html#adminarea-postmasterfilter With the help of the mail filters many things can be settled, but not ...more »

Submitted by (@sassszilvia)

Voting

1 vote

Development

Define working hours as time range.

In the SLA-Calendars it would be nice to to have the ability to define time ranges instead of klicking hours on or off.

That way you could define a service time from 8:15 until 17:30 with lunch break.

The data structure might look like this:

Monday = [

{ start = "8:15", end = "12:30" },

{ start = "13:00", end = "17:30" },

];

Tuesday ...

 

It would be much more flexible.

Submitted by (@yorfeix)

Voting

13 votes

Reporting and Analytics

Customized reports

Hello, Must say OTRS looks really nice, but there is something we greatly miss before definitively deciding to use it instead of our custom made ticket management system. I am talking about billing reports (or invoices) for customers. Although reports can be customized to display different data, they are still quite restrictive. Let's say a customer makes requests a few times a month (or any other period). We fulfill ...more »

Submitted by

Voting

9 votes

Development

Allow "pending reminder" to change state automatically

If you add "pending reminder" to the "Ticket::PendingAutoStateType" parameter, at pending time each ticket returns to the state specified in "Ticket::StateAfterPending", but the notification mechanism gets lost: i.e. no notification is sent even if "pending reminder" is still set in the parameter "Ticket::PendingReminderStateType".

 

It would be great if both actions (notification AND state change) could be performed.

Submitted by

Voting

11 votes