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It would be great to use the feature TicketMaskExtension in AgentTicketProcess and CustomerTicketProcess too. Or at least the feature OTRSHideShowDynamicFields 😉
It would be great to add an ACL that restricts the access to Action=CustomerTicketOverview;Subaction=CompanyTickets. Actually it is only possible to activate or deactivate the CompanyTickets. We want only some customers to access this view. Maybe ACLs can restrict subactions too?!
It would be great to have an empty PDF Output which could be filled by administrative templates. The business case looks like this: A agent or customer creates a process ticket and requests e.g. permissions for some systems. The internal IT creates a new account and fills new username and password in dynamic fields assigned to the process. Afterwards the agent can print a customized PDF which contains the dynamic fields ...more »