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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

3 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

3 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

7 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

5 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

3 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

OTRS Framework

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)
1 comment

Voting

2 votes

OTRS Framework

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)
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Voting

3 votes

Agent Frontend

Print in landscape and portrait format

Option for users to print in landscape and portrait format.

Submitted by (@nilsleideck4otrs)
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Available as Business or freely selectable Feature : No MODERATOR

Voting

2 votes

Configuration Management

Use the CMDB as general CI and asset inventory

We desire a easy way to assign assets in the CMDB to end users and quickly display those, per user.

Other than using the CI Custom Search module. Ideally we would also be using QR code, preprinted asset tags, and have the QR code generate a OTRS friendly URL to zoom into a CI.

Submitted by (@nilsleideck4otrs)
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Available as Business or freely selectable Feature : No MODERATOR

Voting

4 votes

Agent Frontend

Serviceauswahl für ausgehende Emails

Mitarbeiter sollen zukünftig die Tickets unterschiedlichen Services zuordnen. Nun wäre die Idee, dass die Serviceauswahl gleich im Antwortfenster angezeigt werden kann sodass der Agent dann folgende Tätigkeiten auf einmal durchführen kann. a) Antwort eingeben (funktioniert schon) b) Status setzen (funktioniert schon) c) Benötigte Zeit eintragen (funktioniert schon) d) Service wählen bzw. ändern (soll noch eingeblendet ...more »

Submitted by (@nilsleideck4otrs)
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Available as Business or freely selectable Feature : No MODERATOR

Voting

3 votes

Agent Frontend

OTRS Agent individuell die Sortierung nach belieben anpassen

Hinergrund: Service Desk MA, die am Tag viele Tickets seriell abarbeiten, benutzen gern die "normale" Ansicht.

 

MA aus Fachabteilungen, die eher wenige Tickets am Tag bearbeiten, dafür aber stärker in den einzelnen Tickettehmen drin sind, benutzen lieber die "umgekehrte" Ansicht. Das heißt, der Agent kann in seinen persönlichen Einstellungen die Ansicht wählen.

Submitted by (@nilsleideck4otrs)
1 comment

Available as Business or freely selectable Feature : No MODERATOR

Voting

3 votes