We've been using OTRS in-house for a few days now and I have a request. It appears to me that every time we find something that seems perfect for us, it's always missing one little thing that makes it 100% perfect. OTRS needs to have a few more customer-contact features as you currently have to use external software for this purpose. I realize I could spend time and do this, and probably will, but I'm just putting it out here for consideration by the core developers. We are a software house serving a worldwide customer base and hopefully some of our findings (we've been through about a dozen ticket systems) can help make OTRS even better than it already is.
I would like to request there be more fields for customer contact information such as phone, alt phone fax and a few custom fields that can be relabeled to meet the needs of the OTRS implementor. Right now we have to depend on secondary software to lookup customer info and just being able to click a 'customer info' link at a ticket view would save tons of time. Here is a sample of what we might need that others could add to: Company name Employee Name (child table of company) - We are often contacted by up to 5 people in a company on various issues so being able to group emplyees under company (which is close to what company code does but not quite) would be beneficial. Further... a large scale corporation has divisions so the ability to add multiple contacts per company would help in this case. Phone Alt Phone Fax Product (custom) ... sometimes there are multiple products Version (custom) Support Contract? (custom)... we have two support types.. email/web and phone we don't phone unless there is a support contract Support COntract Expiration (custom) You get the idea... an idea as it would relate to OTRS, in our custom software packages for measurement systems we have solved custom field issues through providing eight additional text fields, 8 numeric and two date fields per unique item record. Along with that is a master table of 'labels' by which you can specify what those fields are used for. This allows the end user (OTRS admin in this case) to label Custom1 as Product Custom2 as Version, CustomDate1 as Support Contract Expiration, etc. This keeps OTRS development from forcing people to use canned contact info and allows some flexibility for the end user to configure their own contact system. When displaying custom fields you only show fields for which there is a corresponding label in your label table. CT _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
