OTRS 6 Improvement: Agent Preferences

Robert Ullrich10. 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.

Today I will present you the improved agent preferences in OTRS 6. In older OTRS versions the agent preferences consisted only of one table with 3 columns.

Now we modernized them. If you go to your “Agent Preferences” you’ll see at first the tiles for

  • “User Profile” settings
  • “Notification” settings
  • “Miscellaneous” settings

OTRS 6 User Preferences Overview

Once you open the “User Profile” settings, you’ll see another improvement. You have the choice to edit one or more setting(s) at once and to deploy them at once.

OTRS 6 User Preferences settings

OTRS Business Solution6 users will see an additional tile “Advanced” in the agent preferences overview.

OTRS 6 Overview OTRS Business

In the advanced settings, an agent can override global preferences which are defined by an administrator. E.g. Ticket::Frontend::PendingDiffTime (default pre-selected pending time for agents)

OTRS 6 Advanced OTRS Business


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!

Roman at 14.02.2018, 13:30

Solution for my probleme: PreferencesGroups###Comment change Active to 1

Roman at 07.02.2018, 14:01

Where i can find Comment fild for the Agent? The comment was modified before upgrade to 6 version. And the comment is stil present int the system. I can't modify it now

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