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To submit an idea, please click the Submit New Idea button at the top of the navigation sidebar. You will then be asked to add a title and choose a campaign for the new idea. You will also have the option to add tags to the idea. To vote on an idea, simply click the up or down arrows to the right of the idea title/description. And to add a comment, click in the box below the idea.

If you would like to see all ideas created with a specific tag, you can click on the word or phrase via the tagcloud in the navigation sidebar area under "What we're discussing". You can also view ideas sorted by Campaigns from the right navigation area. To return to this page, click the All Ideas link.

Campaign: Agent Frontend

DynamicField Dropdown and ConfigItem do not show values.

DynamicFields with a Dropdown behaviour, so also ConfigItem (without Multiselect) should have an option to disable showing the possible values by on-click.

 

I want OTRS to search for values while typing (auto completion look-up) without showing a big list of all possibilties.

Like the the DynamicFields "Customer" providing this finctionality allready but only for CustomerUser.

Submitted by

Voting

0 votes

Campaign: Agent Frontend

DynamicField Radio Buttons

A new DynamicField class with simple Radio Buttons like you know from any web-form.

SysConfig settings could be like the one from "Dropdown" but without the emty value and tree view option.

 

and same for the Customer...

Submitted by

Voting

0 votes

Campaign: Miscellaneous

Sortable columns in feature AddOn OTRSTicketWatchlist

We use big watchlists. I suggest to make the tickets in a watchlist ortable by click on a column.

Submitted by

Voting

1 vote

Campaign: Agent Frontend

Improve CustomerUser visibility for agents/queues

Do not let every agent in the system see the full list of customer users. You can block access to the customer information center, but the agent will still be able to see every customer in the To: field with auto complete e.g. when writing a new ticket.

 

It's in business solution, i know.

Submitted by

Voting

1 vote

Campaign: Agent Frontend

Hide Auto Answer in Agent Frontend

It would be great if I can hide the auto reply in the Agent frontend.

Submitted by

Voting

2 votes

Campaign: Agent Frontend

Agent prefernce CloseNextMask

It would be nice, if i can set the next mask after close, like the next mask after create ( PreferencesGroups###CreateNextMask).

Submitted by

Voting

2 votes

Campaign: Agent Frontend

Write notes while composing tickets

It would be nice if we could write notes in a ticket while the agent views the compose dialogue.

Right now our agents have write this notes before, or after answering by the compose dialogue.

I don't see any Option to Change this in the backend.

Submitted by

Voting

1 vote

Campaign: Agent Frontend

Displaying additional fields in Customer Users

In the customer information center OTRS displays a list of Customer Users assigned to a certain customer company. The displayed attributes of the Customer Users list cannot be modified. It would perfect if these attributes could be modified on a per agent setting or at least in a global definition.

Submitted by

Voting

4 votes

Campaign: Interface

The new article column should be sortable in ticket overviews.

Now the New Article column is not sortable in ticket overviews.It would be really useful if it could be sortable as this would ease the agent's job. When there is activity in several tickets within a short period the agent has to check all the pages to see if all the notes had been read in tickets which have to be monitored by him (being not responsible or owner). Some alternative solutions have been tried out: 1. Monitoring ...more »

Submitted by

Voting

1 vote

Campaign: OTRS Framework

PostMaster Filters - Setting validity function would be useful

In OTRS it is possible to set validity status (valid, invalid, invalid-temporarily) for almost each value, for example Queues, Status and Generic Agents...etc. Nevertheless, it is not possible to set validity for PostMaster Filters, though this would be really useful, as there are situations, when because of error-search some mail-filters should be temporarily disabled (banned). Currently, if I want to disable a mail ...more »

Submitted by

Voting

3 votes

Campaign: Customer Frontend

Contrast of colours on the Customer interface

The contrast between the background and the characters' colour is not strong enough, lower than 4,5:1(light grey background with medium grey characters). The colour hasn't been changed since 2010, when OTRS 3.0 version was released. That would be really useful for partially sighted users if the contrast could be bigger - see the mission in the Developer Manual regarding to Accessibility: https://otrs.github.io/doc/manual/developer/stable/en/html/accessibility.html. ...more »

Submitted by

Voting

3 votes

Campaign: Agent Frontend

Accounted time settings to the Postmaster Filter

Let's take a situation where several agents use not the OTRS interface for ticket handling, but they send articles via e-mails. The tickets are managed with these e-mails (ie. priority, status...etc.). See the relating chapter in the Admin Manual: http://otrs.github.io/doc/manual/admin/stable/hu/html/administration.html#adminarea-postmasterfilter With the help of the mail filters many things can be settled, but not ...more »

Submitted by

Voting

1 vote