Hello All,
We just finished putting together an OTRS implementation for one of our
customers and have had some things come up afterwards that I'm not sure
how to solve. I'm hoping to pass these along to this list and get some
feedback from others experience on how these issues can be mitigated or
resolved.
Thanks in advance for your help.
Issue #1: No way as an agent to view all tickets assigned to me whether
the tickets are locked or unlocked.
This is by far the biggest problem for our implementation. We do not
find much of a use for locked vs unlocked within the system. This only
leaves the tiny icon at the very top left hand corner of the UI which
shows locked tickets assigned to an agent. Is there a way to turn off
locked vs unlocked within OTRS? This is one possible solution I thought
of.
Ideally there would be a dashboard section labeled 'Tickets assigned to
me' which lists all tickets assigned to an agent whether they're in a
locked or unlocked state. As a suggestion related to this problem, if
any of you have worked with Redmine they have a sweet query interface
where you can basically query on anything in the system and then save
those queries to be displayed as a UI element on their Dashboard page.
Issue #2: No way to automate an email on ticket close.
I did find out that an OTRS agent can choose a reply of 'Closed Ticket'
and then also choose 'closed successful' in the next ticket state drop
down. This isn't very good idea because I have to train the staff to
always close tickets this way and of course new people are being hired
all the time. We really need a way to automate emails to customers when
a ticket is closed.
One other idea is that in the close UI you get when you use the close
link there is a 'Note Type' drop down with only one value
'note-internal'. If we could add 'note-external' as another option AND
make it the default this would probably solve this issue.
Issue #3: No email on ticket ownership change
I was hoping this would be an auto-response I could create but in the
Type drop down I don't see anything like "Ownership change". Is there a
way for me to add my own Types for auto-responses as a solution to this
issue?
Issue #4: Customer UI doesn't show ticket Owner
We have a few customers who produce many more tickets than other
customers. These customers are very happy with the customer UI, except
for they cannot see who currently owns their tickets. Is it possible to
somehow add this so customers can see the Agent who owns their ticket?
Any help or advice that you can supply would be much appreciated. Thanks
for all the hard work and effort that has been put into OTRS, it is
quite an extensive system.
Thanks
Dan
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