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Hi there,
since there's still no addons.otrs.org :( I think it's a good idea to
announce the public release for an OTRS-extension here. We call it
"OTRS::Customer Information an Communication System" (in short
"OTRS:CiCS"). It offers some extensions and specializations to the
common OTRS:
NEW FUNCTIONS:
* writable LDAP CustomerBackend
* copy function for customer user entries:
- useful if you add contact from a already known company
- UserID/UserLogin is not copied (should be unique)
* FAQ-Workflow:
- create FAQ-articles from articles
- the new faq-article is put in category "FAQ-Editorial"
- group faq_editors gets informed (ticket) about this new faq-article
- group faq_editors reviews, edits, categorizes and publishes the
new faq-article
* module CustomerHistory:
- search customer and list recent tickets as known from new ticket
function
* new ticket functions:
o document links
- attach documents in a web accessible file share to the ticket,
this avoids attaching the same file in various articles
- no files are attached but links !
o person links:
- involve other persons (customer users) to a ticket
- helpful if one needs to contact more than one person in a ticket
o note scratch pad in ticket:
- any agent can leave comments on a ticket without attaching an
article (and without being the owner)
o mark article as To-Do:
- articles within a ticket can be marked as "ToDo"
- this flag is personalized
o article print:
- print only the selected article, not the entire ticket
o article forward with customer search:
- added the customer user search as known from email-ticket to
article forward
o note forward:
- notes may also be forwarded
IMPROVED LAYOUT:
* improved CustomerData presentation
* foldable queue view
* foldable article views in tickets
* themes VerticalNavBar1 and VerticalNavBar2
You'll find this on our web site:
http://www.cape-it.de (via news oder directly in the download area)
After the installation you'll find two new files in <OTRS-HOME>:
CHANGES_CiCS and CONFIGURE_CiCS which should be read in order to use all
extensions.
Please send any suggestions for improvement or bug reports to
support(at)cape-it.de or to the otrs-dev-mailinglist. We appreciate any
feedback
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
company pgp-key: 0x292F987D
fax: +49 371 5347 625
http://www.cape-it.de
AG Chemnitz - HRB 23192
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