Hi Dev-Team, JFYI...
I collected some, I think useful feature request including motivation for further OTRS versions. Of course the use of these features should not be obligatory, but I think theses features could be a good enrichment of OTRS capabilities. 1a) Ability to edit article type (not necessarily content) after creation. Why? Some informations are not for the eyes of the customers 1b) Mail-replies (follow-ups) not coming from the mail-address of the current customer should be of type internal. Why? Otherwise possibly existing internal informations within the reply could be read by the customer. 2) Additional ticket-property: customer-supervisor beside the customer. Why: Some companies have 1st level support within the customer-teams or the OTRS-team give support for customer-companies. Each person within these companies can contact the OTRS-team, but a special person within the customer-company should be informed about this contact. This is already realized within the customer-webgui with "company-tickets". A corresponding solution within the mail-response-agent-gui would be that if a agent composes a mail-response, all customers which can view this ticket within their "company-tickets" are shown as possible mail-cc-recipient which only have to be checked to receive a copy of the mail. 3) Additional ITIL-specific ticket-properies like ticket-classification (incident, rfc, ...) 4) Phone-Calls: It should be distinguished whether a phone call comes from the customer or is made through the agent Why? For statistic reasons - if we wait for the customer to give use necessary informations it is important whether we had to remind him or he delivered the information within time. (I think the current storage in OTRS is that new phone tickets come from customers and phone calls within a ticket come from the agent.) 5) Automails after ticket-closure, perhaps with satisfaction survey. Why? To inform the customer about the closure of the ticket, so he is informed that the issue is finished. Customer-satisfaction is very important. Perhaps this mail could include a link to a survey-tool like phpSurveyor. Depending on the ticket-class (incident, rfc), the automail could differ. 6) ticket-state after follow-up: Why? There should be differed whether the ticket was of state-type closed or non-closed. I can provide my implementation of this. 7) Automail about ticket-creation not-until ticket-rating. Why? I ticket comes in as mail and a automail can be sent "ticket was received, but not yet seen by an agent". After the ticket was rated (priority reset etc.) by an agent, the service-desk has really realized the need of the customer and now a automail could be sent that "ticket was viewed and working will begin as soon as necessary" Now the customer don't has to call the service-desk "please consider my mail because he knows that the service-desk knows his request. 8) ticket-links (relationships between tickets) are great, but it would often be helpful to comment links made. Why? To see why a ticket-link was made 9) ticket-title for the agent Why? The ticket-subject changes with every received customer-reply. This makes it hard for the agent to refind tickets. So it would be helpful to give each ticket a changeable ticket-title. I think ArticleKey/Value is for this reason, but they cannot be changed within the webgui. 10) Free-text-field for every configuration-param within Sysconfig Why? OTRS is getting more and more complex. To overview all changes made from default settings, it would be helpful to make comment on every changed configuration-param e.g. why it was changed. I need some of these request because I plan to expand the usage of OTRS within our IT-organisation from today 1 team (5 persons) to 5 teams this summer. Some of these features will be realized by myself (I then could provide the code), some of them by the OTRS-GmbH (if I can convince my chief ;-) ). Overall I would be happy if these features reach the official OTRS-branch. Bye, Alex _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
