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New Feature / Feature Enhancement

Ticket Status in Agents Signatures

Currently it is not possible to include the status of a ticket at the footer of each outgoing email that an agent generates. The problem is that if you add the status to the signature for the email, then the email sent will only reflect the status of the ticket BEFORE any status change - we should be able to include the status and other details of the ticket in the signature of all outgoing email sent by agents. The values... more »
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New Feature / Feature Enhancement

Allow agent to add other agents to ticket watch list

Add the ability for the agent to add other agents to the ticket watch list without having to contact the other agent and ask them to log in and watch the ticket.

We have management staff who wish to be notified of certain high priority tickets with important customers, and who wish to receive all follow up on those tickets. We CC them on the original email, but then they often do not log in to click "watch" for the ticket,... more »
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New Feature / Feature Enhancement

Enhancements to Ticket Lists

I suggest the following improvements to the ticket lists:

- Display the ticket title as a field instead of just a mouse-over when you point at the ticket number. Currently the From/Subject of the initial ticket article is displayed but often the customer does not put in a very good subject on the initial article making it difficult to identify what ticket is what (also it makes it inconsistent with the dashboard view... more »
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New Feature / Feature Enhancement

States workflow

I suggest you implement states workflow. It will be fine to have choice to configure which state will be after another, etc.
For example there are four states: new, open, resolved, close.
The workflow will be:
new -> open -> resolved -> closed and you will not be able to go directly new -> resolved or resolved -> closed. Now it is possible. And one more improvement, it should be useful to have choice which states are... more »
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New Feature / Feature Enhancement

Target Milestone, version of software

We are supporting software products by our customers. It will be very helpfull to implement new atributes called "Target Milestone" and "Version" which will be connected to relevant service.
So customer will select service, where is a problem and agent is asked for selecting version of service with problem and target milestone, where it will be fixed.
Both, target milestone and version, will be editable by administrator.... more »
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New Feature / Feature Enhancement

Better support for Multiple CustomerIDs in Agent Frontend

I suggest better support for Multiple CustomerIDs in the Agent Frontend.

When an agent creates a ticket, the primary CustomerID of the customer is automatically filled into the CustomerID field. At the moment, for customers who are set up to view tickets for multiple companies using the "CustomerIDs" field, agents can manually associate the ticket with a different company (CustomerID) by typing in the ID code. It would... more »
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New Feature / Feature Enhancement

PostmasterFilter on Customer Data

There'd be a huge potential if OTRS could use customer data in Postmaster filters.

 

Let's say you defined a group of VIP customers a placed this information in the customer db. Wouldn't it be perfect if you could raise the priority or dispatch based on this information?

 

Add a Post-Postmaster filter that's handled after the customer was added to the ticket. And voilà there's a whole new world of options.