[OTRS 5] QoL improvements

[Ralph]

We just went live with OTRS 5 and are wondering about a few functional items:

1) 'Tickets in my queues' should only display tickets of which you are the owner. Previously we had the 'responsible' view for this purpose.

2) 'My Locked Tickets' does not display tickets with state type 'pending'. Is there a way around this (besides changing the state type to open)?

3) Merge ticket has 'inform customer' on by default. Now I changed the source code to internal to avoid this, however I wonder if there is a 'cleaner' way of disabling the 'Inform customer' check box by default?

4) Closed tickets have the option to follow up and then they get re-opened. We don't want them to get locked back to the previous owner. However they are only visible in the 'All Tickets' view and not under the 'New Tickets' view. Is there any way to make sure they get put in the 'New Tickets' view again if a customer replies and the ticket goes 'open' again?

5) Closing tickets only allow for 'note-internal'. Is there a way to inform the customer as well? Right now we have to do a reply and then close it causing more work then we'd like. I know I can probably edit the source code for this but there is hopefully a better way. I'd also like to have a default Subject so our Agents don't have to fill this in.

[Ralph]

Still trying to fix these issues.

I thought I had solved punt 5 by using note-external but apparently this does not send out an e-mail. I tried changing it into email-external but that didn't work. Also the AgentTicketClose.pm doesn't have options to change it in the sourcecode (as I did with the AgentTicketMerge.pm to disable merge mails).

[jojo]

just close the ticket on the mail reply you send to the customer. Don't try to copy weird functionality of other systems

[Ralph]

just close the ticket on the mail reply you send to the customer. Don't try to copy weird functionality of other systems

Thanks, I did look at that and made a template for it. Sadly you cannot predefine next ticket states in templates, else we could use this to automatically have 'closed' as a next state. Now agents still need to manually set the state to 'closed'.

[jojo]

the OTRS Business Solution™ can, just contact xxx

[Ralph]

the OTRS Business Solution™ can, just contact xxx

Thanks and I did have contact with them at one point, but it's too expensive for what we do with it.

[reneeb]

Send a mail to info@perl-services.de and we'll see what we can do I have a simple module where you can define states for templates. It might be that this is not as powerful as the one from xxx, but it should help.