Allow ticket customers to be changed via Bulk Edit.
On the Dashboard ticket views add:
1. Queue name where ticket resides
2. reverse sort option (oldest tickets on top of the view)
3. link with direct lock ticket ("work on it" link = open & lock ticket in one click)
Show the first xx lines of the Response text by a mouseover = tooltip on Responses. If you have a lot of responses as we have, it can be confusing which Response item to use/best suite the agents needs. A simpel tooltip with the first xx lines of text will solve this problem
The MOTD feature needs to be more configurable and easy to use. In the OTRS User Forums, there is an extension that could be used for the basis http://forums.otrs.org/viewtopic.php?f=21&t=5385. Unfortunately, the module currently mis-uses a response template.
Searchable ticket article with list of articles as search result instead of list of tickets.
I suggest giving the ability for Agents to view tickets sorted by customer follow-up time, i.e., sort tickets that have had a response from the customer to the top of the list (e.g. in a dsahlet or ticket search).
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 »
I suggest to differentiate the permissions on queues between create and split_create. In many scenarios an agent should not be allowed to create tickets everywhere but split a ticket to different areas.
- 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 »
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 »
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 »
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 »
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.
One of the most often requested feature is to define a "Next Ticket State" per response. This would allow to define closure text and also a closure state.