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.