Hello,

we will switch to otrs soon, but there are two things we would like to have:
1. in the ticket-view, when you are zoomed in, you see all items of  that ticket in a tree view. Is it possible to flipp all the item open, so that one can see the content of all the phone calls and mails in one view. That would be very helpfull to get an overview over the ticket, for instance if you have taken over a ticket from an other user.

2. in the ticket view again, you only have the possibility to compose an email or phone call if you have selected the first item of the ticket (e.g. the mail with which the case was created or the appropriate phone call). But if you want to compose a mail or call the customer, than the information from the last item is most important. Is it possible to insert the links for 'Compose Answer (email)' and 'Contact customer (phone)' in the ticket view even if you have selected the last item?

In addition we mentioned a little problem by creating the <OTRS_CUSTOMER_REALNAME> for the salutation. If the ticket was created via a phone call and one did select the customer-user from the drop-down list, than the login of the customer-user is inserted in the From field as well. To exclude the login from the salutation we did adapt the AgentCompose.pm:

        # get realname
        my $From = $Data{OrigFrom} || '';
        $From =~ s/<.*>|\(.*\)|\"|;|,|[^ ]*\@[^ ]*//g;
        ....
Thanks for your effort!

By
Ralph