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OTRS Business Solution™ focuses on proper and effective operation of process tickets. However, in case of process tickets hiding of dynamic fields doesn't work with the help of ACL. If this function was set, the process ticket management would be even more effective and more professional processes could be created.
This function would be expected from Ticket Forms modul.
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 »
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 »
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 »
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 »
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 »
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 »