OTRS 6 Improvement: Visibility of message transmission status
Robert Ullrich09. Nov 2017 | DevelopmentMiscellaneous
The practical examples presented in our technical blog (blog.otrs.com) 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.
Based on the number of blog articles you can imagine, that we improved many functionalities in OTRS 6. The next improvement I want to share with you is the visibility of the message transmission status in AgentTicketZoom.
If an error occurs during the transmission of a message, the related article will be flagged and automatic notifications will be triggered for relevant agents. It’s also possible to resend the failed message.
When OTRS 6 is processing a message, you’ll also see this in AgentTicketZoom.
Furthermore, did you know? Contributing to OTRS has never been that easy. Just head over to otrs.github.io to find all you need to get started. We’re looking forward to your great ideas!