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Unfortunately the screen AgentTicketPhoneCommon don't display a customer user selection. As usually all communication screens in OTRS display a customer user selection (e.g. AgentTicketCompose), this is a missing feature in the current implementation. The in- and outbound phone call screens should save the article in the right configuration PLUS display a customer user search to define the FROM in AgentTicketPhoneInbound ...more »
We are often required to document specific links to a ticket which we do by adding notes with the link as body text.
To be more precise for this specific links I would like to see an additional dynamic field type that provides two option:
1: URL (key)
2. Description (value)
The description would be displayed as link with the source of URL.
We are often required to save different URLs on a ticket which we do by adding a new note with the link as body text. This is okay but depending on how many links and other articles you add it is hard to keep the overview about the added links. The article filter option does not help too much here. Therefore I would like to see an option under the "Link" screen to add a objet of URL just like Ticket, FAQ, etc. The values ...more »
This is not a duplication of the existing feature add on for Dashboard and TicketOverview Filter rather another filter solution. --- Just like the ArticleFilter I would like to see a TicketOverviewFilter (filter icon upper right corner next to the arrow for view settings) where agents can define their personal filters in a modal dialog. As the ArticleFilter it should be possible to save them as default or for the single ...more »
In the age of GI, DF and PM I really looking for a native integration into or with open source survey providers; preferably LimeSurvey. I don't have a concrete conceptual design for such yet but we so often suffer from maintaining independent surveys or we are limited to the Survey module options. I like the module but it has its limits and I don't want OTRS to unfocus from ticket functions.
Ref: http://bugs.otrs.org/show_bug.cgi?id=9216 --- For process ticket, OTRS displays the process name and current activity in agent and customer interface, but it is not enough. I suggest the last trasition should be also displayed. For example, the activity of process complete can be lead by any of these 3 transition, approval denied, order denied and shipment received. Displaying last transition will provide ...more »
To be more BPMN compatible, I suggest to implement Activity Actions just like we have Transition Actions in the OTRS Process Management module. Activity Actions would be the BPMN mapping of "Script Activities". Additionally I suggest to implement different types of Gateways (with typical rhombus sign) in order to more fine grain the sequence triggers.
One of the ley elements of todays process diarams are pools and swimlanes to
display the participants of the process graphically.
OTRS is missing this important element and this makes process modeling with
multiple tasks per involved participant nearly impossible.
I suggest to split the current AgentITSMWorkOrderReport dialog into two dialogs: 1. AgentITSMWorkOrderReport 2. AgentITSMWorkOrderState Another dialog might be AgentITSMWorkOrderFreeText for freetext fields. This will improve the understanding of how the report should be used. Currently as you only have one form, theere is something adaptive (State) and something static (Report) which is some kind of confusing and ...more »
Sometimes you set a ticket to a pending state as you want to be notified to do a specific task. If a ticket is receiving a follow up the pending reminder state is reset and only the ticket history displays the last pending date. I suggest to implement some additional kind of pending target date that is not reset by other ticket processing and forces an information to you and/or the ticket agents if the date has been/is ...more »
The all new Process Management module in OTRS 3.2 is a genius development and will start a new aera for OTRS users and administrators. I would like to see this module with an option to specify events into the process that are used to create a new process ticket. The Event configuration should use the beloved event notification admin-interface as paragon as it allows a very fine grain configuration to limit the trigger ...more »
The "Involved Persons" dialog is something strange. I recommend to split it up into "Manager" dialog (for setting a new Change Manager), Builder dialog (for setting a new Change Builder) and "Advisory Board" dialog (for configuring the CAB members).