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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: 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 »

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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 »

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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 »

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Voting

2 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 »

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Voting

1 vote

Campaign: Miscellaneous

Right form of the names

OTRS aims to internationalization (i18n), so the right appearance of the dates is provided according to the language files. Nevertheless, the names are still not in the right form. There is not a separate setting for the Customers' names, it can be manipulated only in the Config.pm file, but is doesn't appear on the Customer's interface (Picture 1). There is a separate setting for the Agents' name here: Framework → ...more »

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Voting

1 vote

Campaign: Customer Frontend

Inbound/outbound article with signature

With reference to Bug 12030 - Missing signature from phone call articles. It is possible to settle different templates in inbound/outbound articles, that could also include a signature. For those call centers where there is a high amount of phonecalls it takes too much time to select and loading the template (this is an extra load for OTRS, too). In our opinion a solution similar to view compose (reply) settings - so ...more »

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Voting

1 vote

Campaign: Agent Frontend

Dashboard

Search Results as Dashlets It would be a great (and preferrably easy to implement) idea to be able to make saved searches available in dashboards. So that if you define a search and save the parameters you could choose this saved search to appear as a dashlet in the dashboard. Seems to be pretty easy and would offer a lot of useful things (e. g. keeping track in the dashboard of all tickets in a certain queue which have ...more »

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Voting

3 votes