(@simonegirlanda)

New Feature / Feature Enhancement

allow to add css or other html in Ticket::Frontend::ResponseForm

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.

Voting

4 votes
(@thorsten.seufert)

Integration

Datei uploads wieder verwenden

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 »

Voting

4 votes
(@matthias.terlinde)

User Experience

Make checkbox for RegistrationUpdateSend

Hey, STORM doesn't send a registration update, even if the option is checked at the cloud service admin GUI. I suggest a checkbox for Daemon::SchedulerCronTaskManager::Task###RegistrationUpdateSend at the STORM management GUI to scatter some possible confusion regarding this feature. At the admin panel, it is not possible to see, that this feature is overwritten in the sysconfig. If a checkbox isn't possible at least ...more »

Voting

2 votes
(@matthias.terlinde)

New Feature / Feature Enhancement

Ticketlist as dashboard

Dear team, since idea nr. 420 (https://otrsteam.ideascale.com/a/dtd/Customer-Dashboard/116448-10369) hasn't any update since 7 years I dare to open this idea in addition. The standard ticketlist dashboards (e. g. escalated tickets, active process tickets, etc.) mostly don't fit all of the agent's needs. Making the ticketlists of the dashboardable is in my eyes a crucial and really helpful addition to the other dashboards. ...more »

Voting

4 votes
(@matthias.terlinde)

User Experience

Reaction time doesn't count down in TicketZoom

Dear team, if I open a ticket and enter the TicketZoom, the time at the reaction time field doesn't count up/down anymore. So if I open the ticket and don't work on it, do something different, leave the window open and check back at a later point I could be mislead by the time. I activly have to check the timestamp given in order to estimate how much time I have left (or reload the window). A simple JavaScript counter ...more »

Voting

2 votes
(@matthias.terlinde)

Customer Service

Health Report doesn't show support data date

Hello, the health report send by "sys-health-reports@otrs.com" doesn't contain a timestamp of the last support data send. I had the problem, that the status report was send on 12th December, but the data were 5 days old. The health report doesn't contain an indicator, if there is a problem with the update. My suggestion: - Write the date of the last registration update in the report - In case there aren't new data, ...more »

Voting

2 votes
(@matthias.terlinde)

Customer Service

Phone format in OTRS AG mails aren't DIN conform

Dear OTRS AG team, your corporate signature states your phone numers in this format: +49 (0) 9421 56818 0 This has the huge disadvantage, that most VoIP solutions on corporate desktops don't recognise this as a dialable phone number. If you want to be called from a corporate device, the caller needs to manualy delete either the zero or the +49 part. Since most corporates uses internal numbers, I would prefere your numbers ...more »

Voting

2 votes
(@aleksandar.glisovic)

Development

Choose Queue Confirm

Unsere Agent's teilten uns mit, ob es möglich ist, mit «confirm» bei der Queue abonnieren direkt zu speichern ohne den zweiten Hacken noch zu bestätigen.

 

Edit by moderator, English translation:

Agents are requesting to save personal preferences like the queue subscriptions by just clicking "confirm" instead of having to press the checkmark button afterwards.

Voting

3 votes
(@oliver.schneider)

New Feature / Feature Enhancement

ressource calendar - same agent multiple teams not shown

We split our division into several teams of about 10-30 people inside there regular section. But of course they also appear in some kind of x-matrix teams as well as the section chiefs are in a ressource chiefs. If anybody adds an appointment, connected to a resource and agent, you cannot see it in other resources. The workaround is to mark all resources and then add the person. I see two problems with this solution: ...more »

Voting

1 vote
(@lauffer)

New Feature / Feature Enhancement

SMIME and Tickets with lot of articles -> slow

If we open an ticket all articles were copied to the var/tmp/ directrory and if they have s/mime content they will be checked with openssl. This is a very, very time expensive task... check CRL lists...For example here we have a 30 article long ticket with round about 15 smime mails and opening the ticket (AgentTicketZoom) takes round about 11 seconds with s/mime. If we disable smime opening tackes round about one second. ...more »

Voting

1 vote
(@harald.eisenmenger)

User Experience

Have a safety warning before deleting a GenericAgent

When you delete a GenericAgent, this is done immediately without an "Are you sure you want to delete...".

As the deletion is placed directly near the run button, a GenericAgent can be easily deleted by mistake.

 

I propose to have an "Are you sure...?" question before the GenericAgent is actually deleted, similar to the question if you are sure when you want to run it.

Voting

3 votes