would like to see OTRS having an browser based interface available that is designed for mobile devices. This would allow to provide a mobile version to any kind of mobile device (Nokia Phone, Blackberry, PDA, HDA, NetBook, OLPC, Widgets, etc.)
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.
Would love to have a module "Queues Overview" for the dashboard that display the status of selected queues (My Queues) in a visual way.
ie (translated to text, capture to follow):
- Queue1 - new: 2, open: 4, pending: 5
- Queue2 - new: 0, open: 2, pending: 4
This is clearly intended for supervisor and could end up on a big flat screen in the operating room.
The CMDB allows currently no overall view of alls CIs and relations you may know from a network plan. It would be nice having this implemented in OTRS ITSM. For this purpose existing tools like graphviz.org ma be used.
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 »
I would love to transfer the existing documentation into a wiki where the community has the chance to contribute to it
In order to enhance the reporting capabilities of OTRS, I'd love to see an integration with Jasper Reports happening.
When you view a ticket history all the different actions were highlighted under different colors ( green for replies, red for notes and so on ) now it's all black and it's less intuitive. It'd be great to color states based on the action the way it was in 2.4
CMDB is very closed to be a complete license management backend: There is just a way needed to add for example a MS volume licensing contract like an inventory. Everytime a licence gets used as an CI the counter gets down. This is needed in nearly all companies, they spend big effort on licencse management and auditing.
Add the ability for the agent to add other agents to the ticket watch list without having to contact the other agent and ask them to log in and watch the ticket. 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'd like to be able to assign a Service to a customers organization (CustomerID) so we would have 3 options:
- assign a service to individual persons
- assign a service to a company
- define a service as a default service
I would like to have global search templates which could be provided by an admin or poweruser
I suggest to improve the FAQ module in a way that really the whole FAQ article is pasted into a reply.
This should include
- richtext formatting
new ,,paused,, state, where SLA time counting is paused...
what about a section where you can design your assets (item in CMDB) like in zabbix (or let me say "visio") and the availability with this to do something usefull like there (I was thinking to open, over a click, a ssh or something similar)