Something is brewing on the horizon.

Shawn Beasley29. Oct 2012 | Miscellaneous


The practical examples presented in our technical blog ( and now in the expert category in our FAQ blog section serve as a source of ideas and documentation to show what is theoretically possible with OTRS in concrete scenarios or sometimes even for more exotic configurations. All configurations presented here were developed under laboratory conditions as a proof of concept. 

We can only guarantee testing and implementation of these concepts to be error-free and productive if implemented in a workshop with one of our OTRS consultants. Without this, the responsibility lies with the customer himself. Please note that configurations from older OTRS versions may not work in the newer ones.

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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