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Development

Allow templates to belong to multiple types

It would be nice to be able to use the same template for "Create", "Answer" and "Email" types. Either allow choosing several types for each template or, alternatively, maybe allow using the same name when creating a duplicate template where the only difference is the template type. As it is now, we'll have to create a template called "Template X Reply", "Template X Create" and "Template X Email" in order to be able ...more »

Submitted by (@lgomes)

Voting

3 votes

Development

Add option to also use backup codes with 2 Factor Auth. (TOTP)

We have enabled 2 Factor Authentication (2FA) for the Agent login. There are two scenarios that seem to occur more often than anticipated 1) Agent forgets her/his 2FA device (usually the phone) 2) Agent looses/replaces/reset his 2FA device In both cases the admin needs to be involved (on short notice) to enable the Agent to work. Other 2FA enabled services (e.g. Google, Github) have a concept of "backup" or "recovery" ...more »

Submitted by (@rhabermann)

Voting

1 vote

Development

Merge GenericInterface Debugger into Communication Log

In OTRS 6 the new communication log was introduced. Unfortunately this communication log only shows the transmission status for Emails and SMS.

I would love to also merge the GenericInterface Debugger into this communication log. The benefit of this would be, that you only have one screen, where you can find all the communication related logs.

Submitted by (@rooobaaat)

Voting

3 votes

Integration

Implement additional Operations for web services

Hi,

 

like in other ITSM systems, more operations for the GenericInterface should be available like:

Agent::AgentAdd

Agent::AgentModify

Group::GroupAdd

Role::RoleAdd

Role::AssignToGroup

Customer::CustomerUserAdd

Customer::CustomerAdd

Queue::QueueAdd

Queue::QueueModify

Calendar::CalendarAdd

Calendar::ShowAccomodations

Statistics::StatisticsGenerate

 

A.s.o.

Submitted by (@rooobaaat)

Available as Business or freely selectable Feature : No MODERATOR

Voting

4 votes

Development

Use free/busy information from Exchange in OTRS calendar

We have the need for using the free/busy information from the Exchange calendar in the OTRS integrated calendar for optimizing the planning of our field-based employees.

Additionally, if an accomodation is planned in the OTRS calendar, it should also be transmitted back into the exchange calendar.

Submitted by (@rooobaaat)

Voting

11 votes

Reporting and Analytics

Add before/after time query option in reports

When using the search option in Agent interface, agents can add a search criteria like "Ticket Create Time (before/after)". This option isn't available when creating reports, To create reports about i.e. "how many tickets are older than 10 days in queue" it would be very helpful to have this option available.

Submitted by (@aszameit)

Voting

7 votes

Development

auto-login for customers

see the post on your ml: http://lists.otrs.org/pipermail/otrs/2017-August/043103.html should interesting to have a way for auto-login by an external system without passing user/password. discouraging defacto to save user credential in an external system. Other project implement a feature like this, see the plesk implementation for example: https://support.plesk.com/hc/en-us/articles/213411289-How-to-create-autologin-using-an-API-request-in-Plesk- ...more »

Submitted by (@sgala0)

Voting

3 votes

Development

Default Responsible / Owner per Queue

It should be possible to select the default responsibles and / or owners of tickets created in a specific queue.

 

Now there is always "root@localhost" choosen as Responsible and Owner for new Process Tickets.

 

In SysConfig config should look like this:

- Trigger Event: e.g. "TicketCreate"

- Key (Queue, QueueID) <-> Value (AgentLogin, AgentID, or DynamicField)

Submitted by (@stefangossmann)

Voting

2 votes

Development

HTML version of tag OTRS_CUSTOMER_BODY

It would be interesting if there was a tag OTRS_CUSTOMER_HTML_BODY - or something like it - that would allow the inclusion of the full original customer message on notifications and the like. The existing OTRS_CUSTOMER_BODY includes just a plain-text message, stripping all "img" (and other) tags present on the original message and, thus, crippling the customer message. The first image shows the original customer message; ...more »

Submitted by (@djcaetano)

Voting

5 votes