So, for what it's worth, my comments are inline... On 27 August 2012 21:49, Daniel Miller wrote:

Hello All,

We just finished putting together an OTRS implementation for one of our customers and have had some things come up afterwards that I'm not sure how to solve. I'm hoping to pass these along to this list and get some feedback from others experience on how these issues can be mitigated or resolved.

Thanks in advance for your help.

Issue #1: No way as an agent to view all tickets assigned to me whether the tickets are locked or unlocked.

This is by far the biggest problem for our implementation. We do not find much of a use for locked vs unlocked within the system. This only leaves the tiny icon at the very top left hand corner of the UI which shows locked tickets assigned to an agent. Is there a way to turn off locked vs unlocked within OTRS? This is one possible solution I thought of.

This is the funtion of the "locked" status, or at least that is how we use it. If a ticket is locked then an agent has ownership of that ticket, if it's not locked then it's free for someone else to pick it up.

Ideally there would be a dashboard section labeled 'Tickets assigned to me' which lists all tickets assigned to an agent whether they're in a locked or unlocked state. As a suggestion related to this problem, if any of you have worked with Redmine they have a sweet query interface where you can basically query on anything in the system and then save those queries to be displayed as a UI element on their Dashboard page.

Locked tickets view achieves how we use OTRS.

Issue #2: No way to automate an email on ticket close.

I did find out that an OTRS agent can choose a reply of 'Closed Ticket' and then also choose 'closed successful' in the next ticket state drop down. This isn't very good idea because I have to train the staff to always close tickets this way and of course new people are being hired all the time. We really need a way to automate emails to customers when a ticket is closed.

One other idea is that in the close UI you get when you use the close link there is a 'Note Type' drop down with only one value 'note-internal'. If we could add 'note-external' as another option AND make it the default this would probably solve this issue.

Check out the Notificiation (event) functionality in sysconfig, we have 2 notifications, one for a priority change notification, the other for a close ticket notification.

Issue #3: No email on ticket ownership change

I was hoping this would be an auto-response I could create but in the Type drop down I don't see anything like "Ownership change". Is there a way for me to add my own Types for auto-responses as a solution to this issue?

Again you should be able to achieve this with the Notificiations, but why do you want to (see comment in next section).

Issue #4: Customer UI doesn't show ticket Owner

We have a few customers who produce many more tickets than other customers. These customers are very happy with the customer UI, except for they cannot see who currently owns their tickets. Is it possible to somehow add this so customers can see the Agent who owns their ticket?

Not out the box, you would need to start editing config and template files, but more importantly why would you want this? The biggest problem I've had managing support systems is that customers become "attached" to a support agent, it shouldn't matter who is dealing with the issue aslong as it is actually being dealt with to a satisfactory level. If customers become "attached" to a support agent then they will sometimes try to circumvent the support system by contacting the agent directly, or specifically request the agent, then there is the issue of the agent not being available, or the agent leaves the company. I'm not saying keep it completely anonymous, allow the agents to sign the responses, but I personally would advocate anonymity in the customer interface. Steve