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PostgreSQL is case sensitive. This means that if you would do a search for 'printer' but in the database we have a record for 'Printer' your query will return no hits. Since PostgreSQL 8.3 there is a new field type available called 'citext' which allows for case insensitive searching. we should consider switching our 'text' columns to 'citext' for probably the majority if not all fields. http://www.postgresql.org/docs/current/static/citext.html ...more »
The Prints that you can create with OTRS as PDF output have large grey boxes that contain the ticket content. This is a waste of toner; would it be possible to create more eco/toner/budget-friendly output?
If you use LinkComplex (which is the default for OTRS ITSM) the links are displayed on the bottom of the page. The article is displayed above the links. If the current article is very long, it is difficult to see if there are links. One possibility would be to indicate in the ticket details (on the right hand side of the ticket zoom) that there are links, and make this indication clickable. Another possible solution ...more »
I suggest you to have the ability to hide the search template creation and display in the Customer Tickets and FAQ Search pages. This functionality is hardly of any use for customers and it makes the interface much more cluttered.
In the New Ticket screen in the Customer Frontend I would like to have the possibility to set the default ticket type (for instance to 'Incident' or to 'Service Request' in SysConfig, and I would also like to have the possibility to hide the field, even when OTRS ITSM is installed or Ticket::Type is set to 'Yes'. When a ticket is then created by the customer it should all come in at one ticket type, and the agent can ...more »
You currently can not rename search profiles in the agent interface. This would be nice to have.
For tickets you can define 'MIME-viewers' in OTRS that allow you to for instance preview the contents of PDF files, Word documents et cetera without the need to download the document and load it into the software.
This works quite nice. However this functionality is limited to tickets and it is not available in for instance the FAQ module or the Change Management module. Please extend it also to these parts of OTRS.
We currently have an option where you can surpress auto responses on tickets based on the sender address; you can configure a regexp and if it matches, no auto response is sent. Obviously this is powerful but it would also be not very easy for the administrator; if he for instance wants to add several email addresses of automated systems it can be tricky to maintain in a single regexp and it can get a mess very quickly. ...more »
PROBLEM DESCRIPTION =================== Some servers can require connections over TLS only. OTRS currently can only handle Plain or SSL. It would be really useful if OTRS can also handle connections to TLS based servers. For IMAP it can be implemented like this: http://search.cpan.org/~plobbes/Mail-IMAPClient-3.25/lib/Mail/IMAPClient.pod#Starttls see also this Stackoverflow topic http://stackoverflow.com/questions/826266/is-there-a-perl-imap-module-with-tls-support ...more »