Colby W. wrote:
> My company recently switched from Work Request (WReq) to OTRS for our
> Tier 2 and Tier 3 trouble report/ticketing system and since then there
> have been several requests for features that either OTRS doesn't offer
> or that I cannot find a way to enable.
>
> The number one request is for a display element in the agent's QueueView
> and QueueViewLite pages to show when a ticket was last changed (by Note,
> Email, Owner, TicketFree Text, anything). I have spent hours pouring
> over the .dtl files and the .pm files looking for either an %Env or
> %Data key/value pair to match the value of the change_time column of the
> ticket DB (I forget which table). The closest I found was for
> $Data{"Changed"} which shows the date/time of the last external email
> update of the ticket, but that is already integrated into the
> AgentTicketQueueView[Lite].dtl files.
>
> Here is why: We have six teams who each have their own queues in OTRS
> (some teams have several queues) with some queue sizes consistently in
> excess of 100 tickets. With WReq we were able to maintain a maximum
> ticket response time of 1-4 hours because it was easy to tell when a
> ticket was last updated as the ticket change time (called "Acted On" in
> Wreq) was part of the ticket list (i.e. QueueViewLite). We have been
> able to emulate a less efficient approach with OTRS by using meaningful
> ticket states but still have to Zoom in on tickets to see when it was
> last updated by any method other than an external email.
>
> This second-most frequent request is of less consequence but I include
> it here because of the number of times I've been asked about it.
>
> Signatures. Our agents would like to have signatures be an
> agent-specific option rather than a queue-specific one. I'm sure this
> would be easy enough to implement but I have neither the time nor the
> Perl prowess to make it a reality (if I did, I would have posted the
> .diff to the developer's list).
>
> Why, you may ask? Why not? As I said, it is of lesser consequence but a
> rather high-volume request made to me nonetheless; therefore, I put it
> to you, the OTRS community.
>
>
> Thank you in advance,
>
> Colby Williams
> SysOp Engineer
> IKANO Communications, Inc.
> http://www.ikano.com/
>
>
> ------------------------------------------------------------------------
>
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Hi Colby,
so as you're asking for features the OTRS Standard product doesn't
support we would love to realize those features for you.
If you want us to do that, please contact us at [EMAIL PROTECTED] with a
detailled description of your requirements. :-)
P.s. OTRs.com is the commercial part behinds the OTRS.org. :-)
Have a nice day.
Christopher Kuhn
--
((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
http://www.otrs.com/ :: Communication with success!
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