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Miscellaneous

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)
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0 votes

OTRS Framework

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)
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Voting

1 vote

Configuration Management

Hierarchical CMDB classes

Ad a possibility to create the CMDB in a hierarchical way to create classes-groups.

Submitted by (@yorfeix)
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Voting

2 votes

Administrator Frontend

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)
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Voting

3 votes

Agent Frontend

Add "export" button to Webservice Debugger Details

At this moment, you can view the webservice debugger log by clicking an entry in the REQUEST LIST.

If you want to share this information, you either do many manual copy-pastes or produce screenshot.

 

Proposal: add an export button here that moves the REQUEST DETAILS to a downloadable file format

Submitted by (@harald.eisenmenger)
2 comments

Voting

3 votes

Agent Frontend

Add "export" button to history

In Ticket History, add an export button that exports the ticket history to a csv file.

This file can be send to analyze what happens in a ticket during its lifecycle without

using screenshots or manually copy-pasted Excel files

Submitted by (@harald.eisenmenger)
1 comment

Voting

6 votes

FAQ

Add GI Operation for adding FAQ articles

Hi,

 

we have a knowledge base process in OTRS. Unfortunately there's no Operation FAQ::FAQCreate available, so we've to create the new FAQ article manually. To improve the usability of OTRS and the FAQ module, a new GI Operation should be available (e.g.: FAQ::FAQCreate)

Submitted by (@rooobaaat)
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Voting

4 votes

Interface

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

Rolle::AssignToGroup

Customer::CustomerUserAdd

Customer::CustomerCompanyAdd

Queue::QueueAdd

Queue::QueueModify

Calendar::CalendarAdd

Calendar::ShowAccomodations

Statistics::StatisticsGenerate

 

A.s.o.

Submitted by (@rooobaaat)
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Voting

4 votes

OTRS Framework

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)
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Voting

10 votes

Interface

Use Exchange address book as customer user backend

We need a possibility to use our contacts, which are stored in the Exchange address book, as customer users for tickets in OTRS.

Because Exchange is providing EWS since version 2010, the needed information should be requested via a webservice.

Submitted by (@rooobaaat)
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Voting

8 votes

Report Generator

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)
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Voting

7 votes

Administrator Frontend

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)
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Voting

3 votes