The possibility to have a tool tip available for the dynamic fields would be nice in order to guide costumer with there selection/required information.
It would be nice to be able to split a ticket from a generic agent.
This would allow upon field selection to create subtasks without a human intervention.
Since the upgrade to OTRS6 timezone settings have been given increased importance. This is generally good however we have found that when we create reports and export them as .csv files the date fields such as create date now contain the timezone too. This is annoying as previously it was just a numerical field. When we generated the reports we could use excel formula to sort and analyse the results. Now that the timezone ...more »
I would like to have an option to link CIs based on a regular expression (Subject|Body) within the Postmaster Filter and/or Generic Agent. Example for Postmaster Filter: We have a filter condition for subjects that looks like: ((?<=\bCI:\s)(\S+)) So I would like to link the CI written in the subject [***] with the CI in the CMDB. Example for Generic Agent: I have a process where a customer or an agent can enter a string ...more »
Möglichkeit das in der OTRS Version 6 und höher innerhalb eines Artikels die Artikeldetails standardmäßig eingeblendet werden können. Die Kommunikation kann so auf einen Blick gesehen werden.
Enable the use of a photo / thumbnail / picture from Active Directory as an alternative for Gravatar.
These are stored in the thumbnailPhoto field and could be mapped to a field in OTRS when syncing LDAP.
It would be great to use the feature TicketMaskExtension in AgentTicketProcess and CustomerTicketProcess too. Or at least the feature OTRSHideShowDynamicFields 😉
The OTRS Free system bombards the admin with OTRS BS™ everywhere, and that's probably understandable. I won't complain, I can live with it. Admins are damned anyway. However OTRS 6 started pretty visibly to annoy the average agents: User setting/logout, Calendar and Reports contain advertisements, and various parts of the system contain ads as well. I do not think this is nice. Obviously I have the source, I can ...more »
This function may include the creation of new contracts with a customer associated, beginning date and end date, scope, attachments, etc, date of maintenance programed. When those date are close to be up create tickets automatically and notification. When you are trying to create a ticket it validates if the client has contract or not (validating trough the dates).
Die Kalenderwoche sollte oberhalb des Datums im Kalender angezeigt werde können.
It should be possible to add images to article templates in the same way as adding them to FAQ Articles or when composing an E-Mail, i.e. by copy/paste or uploading them in the editor. Currently, adding images in a template is only possible by including the image encoded in base64. If you have many images, you will exceed the character limit quickly. We would like to create some image-heavy step-by step procedure templates ...more »
We use the Dashboard News Widget quite a lot.
Very often we have news entries that are only relevant until a certain date. (Sometimes they are only useful after a certain date).
It would be great to be able set a date for each entry and then this news item will be automatically be shown/hidden in the Widget based on this date (these dates).