Hi Torsten,

I don't know how feel about your posting. I really like open source software and the was how it grows and how a community is working on it.

But your posting and your OTRS::CiCs seems to brake the idea of a open source community.

I did some research on bugs.otrs.org and I was thinking why you do _not_ contribute your ideas and changes as patches as everyone else is doing it? The reason why you should do this this way is to improve OTRS it self. This is the life cycle how an open source projects works.

It seems that you do modifications to OTRS and just sell it as your own (which is really _not_ the intention of open source).

So can you clarify why you do not contribute your modifications to the OTRS project?

Feedback would be really welcome!

 Frank

--- happy OTRS user since 2003 ---

On Sat, Dec 12, 2009 at 9:03 PM, Sarper SARIDAL <sarper.saridal@gmail.com> wrote:

This is a great development..

I have one question..

I have a localized version ?

Did anyone installed this package and had any issues ?

Regards,

Sarper

On Sat, Dec 12, 2009 at 12:46 PM, Torsten Thau <Torsten.Thau@cape-it.de> wrote:

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Hash: SHA1

Hi list,

after a long waiting time an some (IE-specific) bugfixes,
OTRS::CiCS(::ITSM) is finally available for download for OTRS 2.4.x:

http://www.cape-it.de (section "downloads")

You may have a look at our demo system (http://demo-otrs.cape-it.de/) to
get an idea of the following feature/improvement list:


#-----------------------------------------------------------------------
- - improved layout for customer ticket overview

- - improved layout handle for linked objects in simple view

- - improved handle for building TicketFreeTime-fields

- - added auto complete function in AgentCustomerHistory

- - added further configurable search fields in AgentCustomerHistory

- - added features in AgentTicketBulk (e.g. type, queue default selection)

- - addded navigation bar in AgentTicketCompose, -Forward, -Bounce

- - added CustomerTab to AgentTicketCompose, -Forward, -Move

- - added ACL-support for ticket type selections in AgentTicketEmail,
 AgentTicketPhone

- - added default ticket type in AgentTicketEmail, AgentTicketPhone

- - added sort option (by title) in several ticket views

- - improved style of notify messages in the navbar section

- - improved follow up-layout for CustomerTicketZoom

- - OutOfOfficeSubstitute function in AgentPreferences

- - position of ticket number in email subject is configurable

- - renewed display of ticket search (better overview)

- - renewed display of ticket zoom (configurable)

- - renewed display of ticket overviews (mailbox, queueviews, etc.)

- - renewed display of agent preferences

- - improved display of customer ticket message

- - changed layout for warning sites

- - added script for simple management of queues, groups and roles based
 on CSV-file

- - configurable customer message body as known from agent interface

- - configurable TicketStateWorkflow (ACLs) - allows state workflows
 depending on ticket type starting with ticket creation

- - DocumentLink integrated in OTRS-link structure (LinkObject 'Document')
 - DocumentLink offers some basic features known from DMS
   - users may change file names - links will not be lost
   - users may move files to other directories - links will not be lost
   - a more detailed permission concept (groups to directories)
   - does not require web-accessible document share anymore (but a
     mounted FS)

#-----------------------------------------------------------------------


regards, T.

- --
Torsten Thau, Dipl. Inform.

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