(@laszlo.gyaraki)

Integration

OTRS to support MS SQL database again

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 »
(@matthias.terlinde)

User Experience

Warn user if empty subject

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.
(@matthias.terlinde)

New Feature / Feature Enhancement

Create one database user per agent

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 »
(@laszlo.gyaraki)

User Experience

Filter of process elements

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.
(@sternkopf)

New Feature / Feature Enhancement

Send Mail to customer including ticket notes

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.
(@d.kleiner)

User Experience

Automatic Upadte Email sent icon on Agent TicketZoom

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 »
(@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.
(@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 »