If you define a PostMasterFilter and use RegEx it is quite hard to tell if the RegEx is valid or not. Therefore I'd like to see a functionality implemented which validates the RegEx or even better a RegEx generator similar to the definition of conditions within the Change management module.
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.
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 »
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 »
I suggest to make the SysConfig checking inputs for validation.
If one does configure an invalid / not existing value, like a Queue "PostMaster" instead of "Postmaster" it should complain the setting.
The SysConfig should not disallow to save the changes but it should somehow highlight the failed validation check.
I would like to have a more powerful history on Tickets an CIs like "Details" Tab in the Change history
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 »
To create country specific quotation and prevent unwanted quotation of, say, system mails it's sometimes necessary to change the response format for certain queues.
FreeFields as a core feature of OTRS have the major flaw of not being multi language. In international setups this hinders proper usage.
I suggest to implement a kind of Round-Robin procedure in OTRS to get tickets assigned to available Helpdesk Agents.
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
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 »
allow auto-reply/answer also to be send to users/customers that are CCed.