(@dieter.pretsch)

Customer Service

Ticket Search Attributes in Main Menu

With integrating ElasticSearch in OTRS 7 the input-field for FulltextSearch disappeared in the main menu. Suggestion for OTRS 8 Agent-Frontend: It should be possible for agents to search a ticket by ticketnumber without opening another window (like still existing search for customer / customer-user). Maybe other companys are focused on different search-attributes. So it would be great to select in sysconfig the search-attributes... more »

(@yor.feix)

Development

Allow to add ticket number if Ticket::SubjectFormat set to None

I found out that it is not possible to add a ticket number to the subject if Ticket::SubjectFormat is set to none. For example OTRS filters the ticket number out, if I add it manually to an reply subject. I don't know if this a bug or a feature, but it seems that this SubjectFormat filter runs in a very late position after the otrs variables were replaced. It would be nice to turn that. So it would be possible to... more »