It should be possible that if you add text to title or body to a new ticket - or if you work as an agent on an existing ticket - there should be related tickets proposed. This might work similar to the FAQ-feature in the customer portal. So maybe the text is checked automatically for key words and somewhere there is a box where there are tickets shown which contain the same key words (which are found there automatically ...more »
It should be possible to select multiple articles that you print.
So as an addition to print the whole ticket and to print a specific article, there should be e.g. checkboxes to select the articles you want to print.
You want to print a ticket, without internal notes or without a specific article because there is a table or a picture that makes the print look bad.
Aus Sicherheitsgründen ist es hilfreich bestimmte Dateitypen, vor allem ausführbare Dateien, wie z.B. .exe, .sh usw. nicht als Anhang zu erlauben. Diese sollten sowohl bei E-Mails als auch beim UPload über das Portal ausgeschlossen werden können.
Diese Thematik wird in Foren immer wieder angesprochen.
Ein solches Feature würde das Leben vieler Admins vereinfachen.
Integrating the OTRS Business Solution:tm with Zapier (www.zapier.com) would be a great benefit for automation of tasks, notifications and further integrations.
It would be nice to be able to use the same template for "Create", "Answer" and "Email" types. Either allow choosing several types for each template or, alternatively, maybe allow using the same name when creating a duplicate template where the only difference is the template type. As it is now, we'll have to create a template called "Template X Reply", "Template X Create" and "Template X Email" in order to be able ...more »
We have enabled 2 Factor Authentication (2FA) for the Agent login. There are two scenarios that seem to occur more often than anticipated 1) Agent forgets her/his 2FA device (usually the phone) 2) Agent looses/replaces/reset his 2FA device In both cases the admin needs to be involved (on short notice) to enable the Agent to work. Other 2FA enabled services (e.g. Google, Github) have a concept of "backup" or "recovery" ...more »
Ad a possibility to create the CMDB in a hierarchical way to create classes-groups.
In OTRS 6 the new communication log was introduced. Unfortunately this communication log only shows the transmission status for Emails and SMS.
I would love to also merge the GenericInterface Debugger into this communication log. The benefit of this would be, that you only have one screen, where you can find all the communication related logs.
At this moment, you can view the webservice debugger log by clicking an entry in the REQUEST LIST.
If you want to share this information, you either do many manual copy-pastes or produce screenshot.
Proposal: add an export button here that moves the REQUEST DETAILS to a downloadable file format
In Ticket History, add an export button that exports the ticket history to a csv file.
This file can be send to analyze what happens in a ticket during its lifecycle without
using screenshots or manually copy-pasted Excel files
we have a knowledge base process in OTRS. Unfortunately there's no Operation FAQ::FAQCreate available, so we've to create the new FAQ article manually. To improve the usability of OTRS and the FAQ module, a new GI Operation should be available (e.g.: FAQ::FAQCreate)
like in other ITSM systems, more operations for the GenericInterface should be available like: