Users on the users list seconded and suggested I forward to the dev list
for discussion. I've reread and updated it a bit.
Dear OTRS users and devs:
First off, OTRS rocks. Thank you!
Now for the constructive criticism.
Problem #1:
From time to time I get customers who send in 13 emails in a row about
the same problem. I would normally do a bulk-action on their heiney,
but there is no option for me to merge multiple selected tickets into a
single ticket. Nor is there a way to, without a complex search, to see
all open/new tickets for a given customer/email address.
Solution #1:
Add a field on the bulk-action page that allows me to specify a ticket
to merge to.
Bonus: include a list of tickets from that customer/sender (or
customers/senders if the selected tickets includes multiple
senders/customers), so that I don't have to know what ticket number I'm
merging to before I do the bulk action.
Problem #2:
From time to time I use search to find a nice subset of tickets I want
to do something with. Unfortunately, there's nothing I can do on the
search results page other than click on each ticket individually, or
click on the CustomerID.
Solution #2:
Add a checkbox on the left of search results that allows me to do a
bulk-action! (like merge!)
Problem #3:
Sometimes you can just tell that someone probably sent 9 emails about
the same issue, but they are spaced out over a weekend, like 5 on
friday night, 3 more saturday, 14 on sunday and 6 more monday morning
before you get to it. Right now, when I hit "Customer" OTRS nicely
displays all the tickets for that Customer. But when I hit "Merge" I'm
left with the inability to view the customer's tickets, so I have to:
1. Decide to merge
2. Find the ticket # to merge to
3. Go back to the ticket that needs merging
4. Click Zoom
5. Click Merge
6. Paste the ticket number in
7. Repeat for each duplicate/similar ticket.
Ouch. I'm left with a merged ticket and a migrane. (dramatic emphasis
mine)
Solution #3:
When you click "Merge" on a ticket, it nicely displays all the tickets
from that Customer, reverse date order (newest at the top). It puts a
radio button (or just a link named "Merge Here!") on each of the
tickets listed below, so I can find the ticket I want to merge to and
with one click and no previous knowledge of the other tickets for that
customer merge this ticket. And no headaches!
Thank you for listening. If I decide to implement one or more of these on
my own, how should I submit a patch? And I assume I should patch it
against trunk? Do you offer access to trunk for 3rd party development?
Beckman
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Peter Beckman Internet Guy
[email protected] http://www.angryox.com/
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