Here here! I second those :D On 23/10/08 11:04 AM, "Peter Beckman" <beck...@angryox.com> wrote:
> Dear OTRS users and devs: > > First off, OTRS rocks. Thank you! > > Now for the negativity. :-) Constructive criticism really. > > 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. > > 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) > > 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 > 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 > --------------------------------------------------------------------------- > Peter Beckman Internet Guy > beck...@angryox.com http://www.angryox.com/ > --------------------------------------------------------------------------- > > _______________________________________________ > 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 Mikola (Mik) Rose PowerSoft Development Corp. CIO, Information Technology / Support Services Customer Service: 1 (250) 642-0199 Sales Dep.: 1 (888) 833-7697 Support Dep.: 1 (250) 642-0295 www.power-soft.com _______________________________________________ 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
