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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)

Voting

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)

Voting

1 vote

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)

Voting

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)

Voting

1 vote

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)

Voting

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)

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)

Voting

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)

Voting

4 votes

Agent Frontend

Queue view sort by adjustable by agents

Agents are able to change their sort by Settings in the Queue view.

But there isn't any possibitlity to save this Settings.

I would like to get an oppurunity to do this.

Submitted by (@marcellackert)

Voting

1 vote

Agent Frontend

Popup for WebView Notification

I would like the possibility to activate Popup Notifications, if an Agent receives a WebView notification.

Maybe global activated by an admin, or adjustable by every agent.

Submitted by (@marcellackert)

Voting

2 votes

Documentation

Add documentation to enable SELinux

I think it is a bad habit to write in the documentation: "to run this software you have to disable SELinux"

For a productive system it is not a good practice to disable it.

It wood be better to show up which rules are needed to run OTRS.

Another option would be to point at the permissive state for SELinux that logs all needed permissions tant can be enabled afterwards by an audit tool in a batch.

Submitted by (@yorfeix)

Voting

2 votes

Agent Frontend

E-mail recognition

When sending - replying or forwarding, we are able to select the right e-mail address from our customer list which is synchronized with Active Directory.

 

External e-mail address aren’t registered in Active Directory, but outlook is able to recognize the entered name and will suggest you all previously used e-mail addresses (internal + external).

 

Is there such an option in OTRS? That would ease our work a lot..

Submitted by (@alphaconnect)

Voting

0 votes