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In OTRS 3.3 you can trigger a GA on an article dynamic field update, but the article dynamic fields can't be filtered on in the GA ticket filter. You can't choose on which article dynamic field update you want to trigger the GA either (just in general when any article dynamic field updates)
When you use the system monitoring addon this can be very usefull. often the first event detected in a critical incident on a monitored device is not in itself critical but determines the ticket title (eg SNMP agent down). The next event is critical (eg IP blabla is down) but is added by the sysmon addon to the existing ticket which has as title 'SNMP agent down'. It would be very nice if via an x-otrs header the title ...more »
It would be nice if you change the label (or was it name) of a dynamic field that Otrs searches the config and renames all occurances of that DF in the config where its used.
Please allow for regular expressions in GenericAgent and Event Notifications ticket filter, like in the customerID, CustomerLogin, Title, From, To, CC, subject, Text etc.
This would make it even more powerfull and opens a whole new world of possibilities like filtering on a certain email domain, exluding certain strings with negated regexp's etc.
It would be nice to be able to show piecharts in the new 3.3 management dashboard
Default OTRS evaluates every 2 hours if pending tickets reached their pending timer (and takes action like moving the ticket state to the specified StateAfterPending).
One can change the frequency of this 'under the hood' (gues by changing a cronjob timer) but it would be nice if this could be configured in the admin gui. There are situations like very tight SLA's where 2 hours just is too long.
It would be very helpful if there is a search function in statistics. There are so many stats so you get lost easily
Currently (OTRS 3.3.3) the Text field of the Add Note action in a GenericAgent is quite limited in size (and the size is not clear at all and it becomes trial and error what text fits and what doesn't - the part that doesn't is only removed/truncated after submit). Please allow for larger notes.
Currently when you want a Transition Action to create an article you almost have to 'program' the article settings. Why not offer an interface comparable to e.g. event notifications or the add note interface of GenericAgent.
There is also no copy option, when you need to create a lot of Transition Actions which creates articles it is a lot of work
Currently in the procesmanager you can't create email articles using transition actions. That would be very usefull
It would be very handy if there can be partial admin rights to separate 'daily admin tasks' like creating new agents and such and the more complex admin matters. So an admin with less admin knowledge can e.g. only create agents but not access e.g. genericagents, sysconfig etc.
In 3.3 any dashboard filtering persists through a dasboard refresh or page reload. However, any non-default sorting in the dashboard gets lost after refresh/reload. Would be great if that could also persist.