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OTRS Framework

Send Notifications to CC:

It would be great to add the possibility to send ticket notifications to the recipients listed in CC: of the original customer request.

With this feature it would be possible to notify the CC recipients as well when a ticket is generated or closed or simply changed…

Submitted by (@stefan.hagl)
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1 vote

Configuration Management

Create automatic link between a Ticket and a Config Item

Hi there.

 

I have a question, I want to send an email to OTRS, and I want to that ticket opens automatically with a Config Item linked. Is could that possible?

 

I know that is possible to automatic open a ticket with a service linked. And link that service with CI's before send the email. But I just want to know if is possible just to "autolink" a ticket with a CI, when an email arrives.

 

 

Regards...

Submitted by (@testo1929)
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0 votes

Agent Frontend

Linkinformation in history

If i link a ticket to a ticket, OTRS creates an historycomment "TicketLinkAdd" as well as delete a ticketlink.

I propose that every Link-Action (FAQ, CI...) creates an historycomment.

So you can see, who did create or delete a link.

Submitted by
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2 votes

Agent Frontend

Use answer templates in process

When you write an article in a process dialog it isn't possible to use the defined answer templates.

I would like if this would be possible, based on the article type, like in the other dialogs.

Submitted by (@marcellackert)
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5 votes

Customer Frontend

Enable sort and filter possibilty in customer frontend

Enable sort and filter possibilty for standard fields and dynamic fields within the customer frontend. Especially it is very helpful when using the corporate tickets function.

Submitted by (@tkjensm)
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1 vote

Miscellaneous

Custom PDF Output

It would be great to have an empty PDF Output which could be filled by administrative templates. The business case looks like this: A agent or customer creates a process ticket and requests e.g. permissions for some systems. The internal IT creates a new account and fills new username and password in dynamic fields assigned to the process. Afterwards the agent can print a customized PDF which contains the dynamic fields ...more »

Submitted by (@christianreinink)
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2 votes

Administrator Frontend

Add Dropdown for DynamicField settings in OTRS6 Sysconfig

When selecting DynamicFields in Sysconfig (e.g. in "Ticket:Frontend:AgentTicketFreeText###DynamicField") there should be a dropdown to select the DynamicFields.

Currently the names of the DynamicFields need to be entered manually.

Submitted by (@rhabermann)
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0 votes

Agent Frontend

Better visibility of lock status when a Ticket is locked

Better visibility (e.g. highlight) when a Ticket is locked (especially if locked by another agent) in AgentTicketZoom.

Currrently the locked status is mainly reflected in the right sidebar (Locked: (un)lock(ed). This can be easily overlooked. Having some colors somewhere would help.

Submitted by (@rhabermann)
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2 votes

Agent Frontend

Editable Frontend in AgentTicketLockedView

At the moment the agents can use the three different views (S,M,L) in the AgentTicketLockedView. Unfortunately in M and L there's no possibility to edit the shown attributes of the ticket.

The shown attributes are pre-defined by OTRS and the agent can't add dynamic fields for example. I would suggest that the agents can define which attributes they want to see in the overview.

Submitted by (@josephmergl)
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2 votes

OTRS Framework

Allow flexible sync of user attributes

So far, syncing LDAP/AD attributes is only possible for OTRS default fields like first and last name email, mobile number.

It would be better if it would also allow the sync of other attributes, e.g. department names or other contact information.

This way, this additional information can be used in OTRS functions like notifications and signatures.

Submitted by (@mathias)
1 comment

Voting

2 votes

Agent Frontend

Show BCC receipients in tickets

It would be helpful if receipients in BCC would be visible in the ticket for the agents. Of course this attribute may not be accessible for the customers due to data protection but for the agents it would save much time. To work with the ticket history shouldn't be the general way for this.

Submitted by (@josephmergl)
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5 votes

Agent Frontend

Let admins define delault columns in ticket overview

I would appreciate an option do define the displayed queues in the agent dashboard in the SysConfig. that way when a new agent is created there is no need to create a comfortable view. There is no easy way at the moment to ensure that all the agents get the same infos on their ticket dashboard Perhaps also add an option to disable the possibility for agents to edit the rows. In older OTRS version it was possible to ...more »

Submitted by (@yorfeix)
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5 votes