I suggest to implement a visual workflow designer that allows a process owner to incorporate a process like in Visio. The OTRS should automatically transfer that input into configuration.
I would love to have the ability searching through my tickets within the iPhone App
I suggest to enhance the OTRS with more classification functions that are ordered frequently by customers. Classification by dependent FreeFields or selections like the Services, with Mult Selections, Radio Buttons and Checkboxes e.g. Good one is the construction of the survey tool.
RT in example has a good solution for this singel point, even if the other functions are no that good ;-)
I' love to have OTRS to send out ICAL-invites to the owner of a ticket when a ticket is set to a reminder state. This would allow the agent to keep track of his tasks via his preferred calendar like iCal or Outlook.
An agent needs to use the web front end to reply on tickets. It would be great if an agent would be able to send an email to the OTRS system which forwards / sends out the reply to the customer. This would allow agents to reply on tickets from anywhere by just firing an off email.
FreeTextFields can only be defined as input fields and date fields. It would be great to have also currencies or check boxes, etc. available.
For example call center use one OTRS instance to service an x-number of customer organizations. Therefore it is necessary to implement multi tenancy support in OTRS.
When tickets escalate it would be great to inform additional email recipients like managers that do not have an agent account in the system
When tickets are set to a pending state, the tickets escalation should be paused and restarted when the ticket goes to a state other than pending.
It would be great to display CIs of a customer within the customer front end of OTRS ITSM