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The new CIC in 3.2 is a step to some CRM in OTRS.The X-OTRS headers are a great way to set information on ticket creation. It would be great when you could ADD a CustomerUser / Company record this way similair as the X-OTRS-DynamicField-[fieldname]: [value] syntax
Proxmox is a very easy to use and efficient platform. Would be nice to have a standard OTRS appliance. See:
Magento is a leading eCommerce Platform. There are some ticket/help desk solutions plugins, but none matches the power of OTRS.
If you are in a dealers / end-user situation (mobile provider...), tickets from dealers are often about an end-user. It would be nice if the ticket could be linked to the end-user customer record as well.
The new DynamicFields are great to store information about a ticket. But an OTRS system is often used for different departments: CustomerService, Sales, Dealer Support etc. These departments have there own queues and there own DynamicFields. Now all fields are shown or must be filled in a ticket. If a DF could be linked to a queue (just like Responses) a lot of superfluous agent handling (coding fields "not relevant"...) ...more »
The X-OTRS mail headers are a brilliant way to route the ticket or fill the database. But debugging is hard, because OTRS shows no log of the processed X-OTRS headers.
So it would be nice if the processing action is shown in the system log.
Add the option to "duplicate" a Postmaster Filter item. Frequently a Filter is a look-a-like of another filter. Now you have to configure the filter all over again. A simple "duplicate" button would be very conveniant.
in the 3 ticketviews (AgentTicketQueue, AgentTicketStatusView,
AgentTicketEscalationView) when View=Preview (large) the TicketArticleFilter
mode should be applied.
Now you see the latest article in the Preview view but this is often te auto-reply send to the customer.
Time Condition on possible Ticket FollowUp: The Follow-up option is configurable in the Queue Management as new/possible/reject. It would be nice if you can set a maximum time (work? absolute? hours) in which a follow-up can be done. After that time period a new ticket is created or ticket is rejected. Now we get followups which should be new tickets, because people are asking new questions weeks after the tickets is ...more »
Show the first xx lines of the Response text by a mouseover = tooltip on Responses. If you have a lot of responses as we have, it can be confusing which Response item to use/best suite the agents needs. A simpel tooltip with the first xx lines of text will solve this problem
Add Postmaster Filter Match on attachements. would be nice if email with attachements can be routed to special queue or email with some attachement types can be ignored.
Enhance Postmaster Filter with AJAX technology when setting a X-OTRS header. Some options are not totaly clear what to use and with some are easy mistakes made: example is setting the queue: you have to type the exact queue name, but when making a typing error, the email is totaly ignored by OTRS 9I think this is a bug anyway). adding a X-OTRS-QueueID header would solve this problem a little bit (less typing errors), ...more »