Now, the Microsoft did a big step and the MS SQL officially supports the Linux platforms and they started a big campaign about it: https://discover.microsoft.com/move-to-sql-on-linux/ . In my opinion it would be great if it was possible to install OTRS with MS SQL database again. Of course, this solution should be exclusively available on Linux platforms. (The relevant commit is here: https://github.com/OTRS/otrs/commit/fc98b89b91586f7d7cf58772e095ab7a10d13b0c... more »
In the modern world everyone loves JSON, most of the databases we use for processing our automated reports use it natively.
It would be easier for us, if JSON was an export option right away our of the statistic module.
At the moment here is only an option to decide if we can enable or disable iFrame for everyone (DisableIFrameOriginRestricted).
It would be great to have the possibility to allow iFrame only for some sites, something like:
X-Frame-Options: ALLOW-FROM https://xxxx
If you create a new outgoing e-mail ("e-mail outbound"), the subject is auto filled with the ticket hook and ticket number.
It would be nice, if the frontend warns the agent, if he/she doesn't add a proper subject.
If a customer answers to a mail without a subject and just the ticketnumber, OTRS will display an empty subject line.
The OTRS framework doesn't have any fraud prevention or insider threat prevention measures. Thus we tried to implement counter measures on the database side. But the measures were bound to fail, because OTRS uses just one database user for all agents. If we want to limit the access to data per day or so, we need a more granular model. We suggest the usage of one database user per agent or restrictions on frontend side.... more »
Currently, all log level drop down menues are sorted alphabetical.
Thus the order is:
It would be nice, if the drop down order would be:
If in an OTRS there are many processes, including many elements, it is very difficult to edit a current process, as it is not well seen that which element is the part of the process being edited. I would like to have a button, with which the elements of the process, being edited, could be filtered. Could you, please, check my idea in the attached screenshot.
When a user signs up to otrs it should be possible to upload the GnuPG key to receive the initial password as an encrypted E-Mail. As OTRS already implements GnuPG and S/MIME this feature should be easy to accomplish.
I would like to add the possibility for agents to send the whole ticket including all notes to a customer by mail.
For now, people press the print button and then append the pdf in the mail that is being sent to the customer. Adding a button or maybe allowing the agent to choose that action when closing a ticket would make that process way faster.
Currently the shipped otrs icon via http isn't a vector graphic.
If you have a pop-up (e. g. compose mail) it get's a bit nasty on the task bar (see picture below).
Providing a high resolution image or a vector image would mitigate this.
It is not possible to list all tickets that have received the state "escalate".
It would be great if i create a statistic that lists the number of tickets that received the state "escalate" in the past.
After sending/answering/forwarding an email from the Agent TicketZoom an rotating icon and a static note appears to show you that the mail will be sent. This two are static graphics with no update functionality. So it will be shown there untill the page is reload again and the systems checks the mailsending. For the better user experience and the intuitive operation the notes should be updated automatically if the mail... more »
In the current situation you have to go a long way to get to the sysconfig history:
Sysconfig -> Deployment -> History
It would be way more straight forward, if the History button would be on the SysConfig page.
Allow the definition of a global answer template or to add css/html in the Ticket::Frontend::ResponseFormat configuration setting .
this template should wrap messages written by the agent (using a standard answer template or not).
allow the use of CSS / Styles in answer templates. Now they are removed from the HTML code.
Im Moment müssen bereits hochgeladene Dateien beispielsweise bei einer ausgehenden Email nochmal aus einem Ordner hochgeladen werden um diese zu verschicken. Somit wird eine Datei evtl. mehrfach ins OTRS hochgeladen. Wünschenswert wäre es wenn die hochgeladenen Dateien im Ticket rechts in der Informationsleiste zu sehen wären und man diese von dort aus in eine ausgehende Nachricht etc. per drag and drop ziehen könnte.... more »