In heterogenious environments it would be helpful if ticket notifications could be configured per queue (similar to escalations) instead of configuring them globally. Some teams are working email focussed others are not. Some teams like to receive an email for every update of a ticket others want as few emails as possible. Ideally there could be a default configuration for all and a dedicated configuration per queue ...more »
Hey guys, I suggest, that the ticket lock operation should be an async operation in some cases. If I want to do a bluk action on tickets, OTRS locks all selected tickets. If I have around 100 selected tickets I have to wait quite some time until I can specify my wanted actions. Of cause I shouldn't be able to submit my changes until all tickets are locked. Since ticket locking isn't invulnerable to race conditions between ...more »
It should be possible to set a pending time via a transition action in the process management.
Like if you have a dynamic field of type date/time and want to set this as a pending reminder time for the next process activity.
As administrator, I want to use regular expressions for ticket selections in the generic agent interface. This offers me much more flexibility and reduces the amount of mostly similar generic agents (e.g. searching for typos like "gogle").
In the pop-up window "Change Priority" the ticket details should be added the field "Customer User". This allowed you to change all the usual ticket information in one place. (see image)
Im Popup-Fenster "Change Priority" sollte den Ticketdetails das Feld "Customer User" hinzugefügt werden. Auf diese Weise können Sie alle üblichen Ticketinformationen an einem Ort ändern. (siehe Bild)
We need to create multiple clients but with the same user email client. The reason is because only one user is authorized to open cases from same clients but different domains. The system is only allowed to create one client with one email associated.
We are using OTRS Free Community Edition 6.9.
At the moment you can set a filter under Open Tickets or Reminder Tickets and so on -> Row "Customer ID" for only one customer.
It would be nice that you can set a "neg. Filter"
That's means, that I can filter all customer but not customer xyz.
Then I have a view of all tickets but without customer xyz.
Hope I could describe the issue clearly enough.
If you will sent a mail out of a master ticket for e.g. for a Solution all slave tickets receives the same mail. But in master ticket you don't see all recipients. Only the customer of the master ticket is shown. It confused some agents if they want to close the master ticket.
It would be great if the process module would automatically save the progress of building the process. This would save a lot of effort if you don't save the process (while building it) on a regular base - and the browser crashes or you have to close the browser tab (for any reason whatsoever). What I imagine is: - You start building the process. - The browser crashes (or you close it) and you don't have a chance to save ...more »
Attachments can be uploaded into the system and assigned to templates, like to have same option for ticket notifications.
Pre-populate the URL function so when you try to link a web address, whatever is in the Display Text box will auto populate the URL text box. I have to copy and paste it every time.
It would be nice if OTRS could we could choose for each Template if it is visible for the customer or not. Right now u only habe the choice to set it visible by default for all Note / Mails etc.
How about to choose for each Template by default to be visble to the customer or not