-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, since there's still no addons.otrs.org :( I think it's a good idea to announce the public release for an OTRS-extension here. We call it "OTRS::Customer Information an Communication System" (in short "OTRS:CiCS"). It offers some extensions and specializations to the common OTRS: NEW FUNCTIONS: * writable LDAP CustomerBackend * copy function for customer user entries: - useful if you add contact from a already known company - UserID/UserLogin is not copied (should be unique) * FAQ-Workflow: - create FAQ-articles from articles - the new faq-article is put in category "FAQ-Editorial" - group faq_editors gets informed (ticket) about this new faq-article - group faq_editors reviews, edits, categorizes and publishes the new faq-article * module CustomerHistory: - search customer and list recent tickets as known from new ticket function * new ticket functions: o document links - attach documents in a web accessible file share to the ticket, this avoids attaching the same file in various articles - no files are attached but links ! o person links: - involve other persons (customer users) to a ticket - helpful if one needs to contact more than one person in a ticket o note scratch pad in ticket: - any agent can leave comments on a ticket without attaching an article (and without being the owner) o mark article as To-Do: - articles within a ticket can be marked as "ToDo" - this flag is personalized o article print: - print only the selected article, not the entire ticket o article forward with customer search: - added the customer user search as known from email-ticket to article forward o note forward: - notes may also be forwarded IMPROVED LAYOUT: * improved CustomerData presentation * foldable queue view * foldable article views in tickets * themes VerticalNavBar1 and VerticalNavBar2 You'll find this on our web site: http://www.cape-it.de (via news oder directly in the download area) After the installation you'll find two new files in <OTRS-HOME>: CHANGES_CiCS and CONFIGURE_CiCS which should be read in order to use all extensions. Please send any suggestions for improvement or bug reports to support(at)cape-it.de or to the otrs-dev-mailinglist. We appreciate any feedback regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 company pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de AG Chemnitz - HRB 23192 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFH6hbmvXo8m5PgoXQRApa2AJ0RCM62Q3In8doobNO9KvCV/DhCogCfar6y EibOihpkWwDm3hlZp/jpO0s= =wfdz -----END PGP SIGNATURE-----