Something is brewing on the horizon.

Shawn Beasley29. Oct 2012 | Miscellaneous

Dear Readers,

With OTRS 3.2 just around the corner, I thought I would write this short post to prove: There are new things on the horizon, and you should come take a look!

As the beta 1 version is planned for release on 30 October 2012, I wanted to be the fist to bring you this screen shot:



What you see looks like the dashboard that you all know and love, but it is much more customer centric. The customer navigation menu now reveals a new option Customer Information Center:


When you select this, you will be asked for either the customer id, or customer user name.


Upon entering one of these, a search will be performed for all customer tickets, and the dashboard like module will provide you with a birds-eye view of the most important information, and extended functionality.

In the data rows of the Customer Users Section, you will see

  • A list of valid users for this company
  • The customer information
  • How many open or closed tickets
  • Links to create a new mail or phone ticket

The standard dashboard items available in the CIC are

  • Customer Users
  • Reminder Tickets
  • Escalated Tickets
  • New Tickets
  • Open Tickets
  • Customer Company Information *only available if the customer company feature is active
  • Company Status


In the company status dashlet, you can see an overview count of all Escalated, Open, Closed and All tickets. The numbers are clickable, providing a search with the appropriate filters.

I hope this short overview will provide you with a hunger for more, and that you download the beta as soon as it is available.

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