New Feature / Feature Enhancement

Find similar tickets

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 »

Submitted by (@stefan.abel)

Voting

8 votes

New Feature / Feature Enhancement

Print selected articles

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.

 

Use case:

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.

Submitted by (@stefan.abel)

Voting

5 votes

New Feature / Feature Enhancement

Bestimmte Dateitypen für Anhänge auschließen

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.

Submitted by (@guenter.grein)

Voting

1 vote

Development

Allow templates to belong to multiple types

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 »

Submitted by (@lgomes)

Voting

4 votes

Development

Add option to also use backup codes with 2 Factor Auth. (TOTP)

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 »

Submitted by (@rhabermann)

Voting

1 vote

Development

Merge GenericInterface Debugger into Communication Log

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.

Submitted by (@rooobaaat)

Voting

3 votes

New Feature / Feature Enhancement

Add "export" button to Webservice Debugger Details

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

Submitted by (@harald.eisenmenger)

Voting

3 votes

Integration

Implement additional Operations for web services

Hi,

 

like in other ITSM systems, more operations for the GenericInterface should be available like:

Agent::AgentAdd

Agent::AgentModify

Group::GroupAdd

Role::RoleAdd

Role::AssignToGroup

Customer::CustomerUserAdd

Customer::CustomerAdd

Queue::QueueAdd

Queue::QueueModify

Calendar::CalendarAdd

Calendar::ShowAccomodations

Statistics::StatisticsGenerate

 

A.s.o.

Submitted by (@rooobaaat)

Available as Business or freely selectable Feature : No MODERATOR

Voting

4 votes