(@otrsideascaleadministrator)

Development

Out-of-office dashboard widget

When using the "out-of-office"-feature in OTRS you can only tell a colleague being on leave if you create a new ticket and select this person as the owner of the ticket.

I would love to have a dashboard widget in place which displays colleagues on leave with date of their return. This would ease taking advantage of the "out-of-office"-feature.

(@nilsleideck)

Development

Harmonized Notification Configuration

I suggest to harmonize the notification configuration on administrative site. Currently there is a area for notifications sent on specific events with a own behaviour based on the agent language. Then there is another notification area free definable for certain events, with some group based recipients and other selections, but no RichText. Then there is anoher notification mechanism for ChangeManagement where you can... more »

(@nilsleideck)

Development

Freedom for Im- and Export

I suggest to extend the functionalities for the lovely ImportExport package. The package is available in ITSM only but should be freed to the Standard OTRS as well. The package should be extendable by any package installed to make data (and setting maybe also) im- and exportable like it is working with the CMDB. Im- Exportable stuff: - Agents - Groups - Roles - Queues - Customers - Services - Service Level Agreements... more »

(@nilsleideck)

Development

Add Phone Call In-Bound to existing ticket

I suggest to add the function Phone Call In-Bound. Currently you can only document outbound phone calls to an existing ticket, but what is about inbound phone calls? You could create them as new ticket and merge them, but this could raise new unwanted notifications. An In-Bound Phone Call should be also also saved as a visible article (be default) and sender would be customer. This would also allow to measure on how many... more »

(@nilsleideck)

Development

Execute OTRS-Scripts based on workflow

I suggest to enable OTRS and OTRS ITSM Config- and/or ChangeManagement to be able to execute predefined and self-created OTRS-Scripts, feed with Change- and/or Ticket and/or Workorder parameters

 

- for updates of linked CIs

- for updates of linked Tickets

- for updates of FAQ

- for updates of externel systems

- for fetching details from other systems

Development

Save E-Mails as Draft

Currently it's very risky to interrupt one's work in OTRS. E-Mails not sent are easily getting lost because there's no option to save them. Therefore it needs an option to set emails to draft: In AgentTicketCompose - next to the "send" button, there's another button "draft". The new article is stored in the data base as if it was sent, just marked as a draft. Possible states for the ticket are: new, open, pending. New... more »