IT Service Management

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Workorder agent as group or workorders sorted in queues

Normally you can assign one workorder agent directly to a workorder by a condition. But what happened if your preassigned agent is not availible? Tickets are sorted in queues. An other agent can do it. The same I suggest for workorders. Normally there is not only one working agent, there is a workorder team for a theme. I suggest to make it possible assigning groups as workorder agents or to sorting it in queues similar ...more »

Voting

8 votes

IT Service Management

Submitted by (@yorfeix)

Workorder by length and position in workflow

We try to implement the workflow of some standard changes. It is annoying that in the workorder creation there has to be a start time and an end time to both define the length and the position in the change. It would be nice to define a position in the workflow. you can define a workorder A and a workorder B stat starts when workorder A is completed. Then it should be possible to define a length of the workorder to ...more »

Voting

3 votes

IT Service Management

Submitted by

Workorder Agent should be able to add an attachment to his repor

OTRS ITSM Change Management:

Workorder Agent should be able to add an attachment to his report from the workorder.

Idea:

Changebuilder will attach a checklist for the workorder agent (e.g. PDF-File), which will be processed and filled out by the agent. The agent attaches the completed Checklist to the report in the workorder.

Voting

13 votes