I have been using OTRS for about 3 months now and so far it’s been a great program.  Since I deal with a team that deploys equipment to different areas, I wrote and modified modules that allows the customer side to enter the location of the events and the Agent side to administer the events in the same manner as Queues.   This has worked out very well.  The locations are available as a pull down just like the queues.  From the main menu, I added a location field which is sortable and the location is available in the right hand column in red with priority, state, etc.  The customer can also search by the location field which has provided a new handy field for our customers.

I’m about to run off and start developing some new modules which will perform the following functions:

1. Time to respond to the ticket
2. Time the ticket was in the open state
3. Time to close the ticket
4. Once the ticket is closed, stop the aging process on the ticket
5. Send notifications to the agents when the ticket is in the new state for 24 hours
6. Send notifications to the agents when the ticket is in the open state for 24 hours and no status has been sent to the customer
7. Send notification to the agent when a ticket reaches XX days old regardless of the number of status updates that have been sent to the customer
8. Add a field linking ticket to our bug tracking system
9. Add Stats reporting features for items 1,2 and 3 above.
10. Enhance the current Stats reporting to display Pie Graphs, Bar Graphs (in 3D) and be able to export them to Windows machines properly (this seems to be a problem at the moment with version 1.3.2)
11. Add capability for an Agent to get a “QueueView” of their tickets only
12. Add the capability for the customer side to generate their own STATS reports

Fix a bug in the “Note” notification on the Agent side (which I may or may not have caused) – this only sends an external email when the state, priority or ownership of the ticket is changed.  If it is just a general information change and neither the state, ownership or priority changes, the customer is not notified via email of the update to the ticket information.  I am just getting ready to track this down.

Is there any way to find out if any of these items are on the development roadmap and if so, find out when the next release is due out and if any of this is on any of the future releases?  Also, in reading through the discussion threads it looks like there is some work going on with version 2.0 at this time with various folks testing (beta testing perhaps?) this release.  Is it possible to get in on this as a beta tester?

Any info you can provide on the above information would be greatly appreciated.  I’m not really a developer, but I can usually get the coding done.

Thanks

Bernie Frye

Director, Technical Sales Engineering

CURRENT Technologies, LLC

12800 Middlebrook Road, Suite 201

Germantown, Md.  20874

301-515-7617 ext. 214

240-793-9137 cell

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