Create a backup manager in the admin for agent interface to handle all backups of the system, directories, names etc., and also to can program automatic backups etc.
As you have already the most important ITIL disciplines implemented in OTRS ITSM, I would love to see Financial Management getting implemented as well
I suggest you to release an ITSM module specialized for Release Management.
The links in the IdeaScale email nofiticartions are recently broken. I always get a "link expired" error, even just two hours after receiving the mail. This means I have to search for every idea via the subject first if I want to react. This is very, very annoying.
If you receive an email with a correct declined signature start line "-- ", OTRS does cut this email correctyl and doesn't display it in the AgentTicketZoom and similar windows, but the signature itself is stored as file- Number (depending on the count of additional attachments I guess). This is not helpful if you need to search for the signature. So I recommend to save the signature file in a dedicated name like OTRS-... more »
Sometimes we get a lot of identical messages from our monitoring system. These messages are not merged/linked together by OTRS, but we do it by hand. OTRS forces me to enter a Subject and a Text for this merge. After that, when I zoom to the ticket, I see 10 articles with the same subject and text (e.g Merge: Merging identical tickets). Seeing one internal note with this subject/text before the merged articles would... more »
Would be an awesome idea to implement a someway to not only know what customer or agent is using the system right now, but can talk with them by instant messaging.
When using OTRS for internal customers, they usually use the normal email client to send requests to OTRS and always include the corporate email signature (in html format and additional company logo). You have a lot of useless information inside the tickets, beside of attachment which just includes the logo. Therefore it would be great to define a regular search pattern in admin interface which transforms the signature... more »
I suggest you to fix UNSUBSCRIBE LINK BECAUSE IT IS NOT WORKED!
I propose to integrate the management of a newsletter to communicate very faster with customers, to inform the general solutions, information, or data commercial.
Please DISABLE the "resize handle" within the Ticket Detail View (Agent View? Zoom? or Articles List) or at least make it user (agent) configurable so that each Agent can decide if he wants to make use of it or not. In Fact, if you handle Tickets a lot and your ticket is growing fast (articles growing) then this Window Section with the graphical handle thingy gets pretty anoying if you want to keep a quick overview of... more »
the configuration of theme part should be more detailed n explaining.........
New kind of ticket: "Info". The idea: A ticket can be created with a "Info ticket" flag. After every agent (of the queue the ticket is created in) has opened/read the ticket, the ticket will be auto closed. The time and date when every agent has read the ticket, can/will be logged in the ticket history. Optional: the ticket can not be closed "normally", but only automatically after everey agents took notice of it. Why... more »
A virtual apliance to deploy fast
Mandatory "My Queues" for Agents Agents can select from the Queues they are able to Read (or further rights) those Queues from which they want to be informed of new Tickets. At the moment the agents are able to deselect all "My Queues" and will then do not receive notifications on new tickets and so on. Therefor I do suggest to add a new feature for a queue to be a mandatory queue. All agnets that are abel to read... more »