Subject: [otrs] OTRS::CiCS 1.1.7 - OTRS-extension package for download
From: Torsten Thau <[email-masked]>
To: "Development community of OTRS.org" <[email-masked]>, "User questions and discussions about OTRS.org" <[email-masked]>
Date: Wed, 26 Mar 2008 10:27:04 +0100
List-Id: User questions and discussions about OTRS.org <otrs.otrs.org>

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
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=> http://www.otrs.com/