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…
Read moreBased 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…
Read moreIn OTRS 6 we added a new frontend which is called "Customer User Information Center". This new frontend works like the existing "Customer Information Center", but it focuses on all data of one particular customer user, rather than a complete…
Read moreWe have modernized the address book in OTRS 6. It's now possible to search for all configured custom user and customer fields. This might be helpful in situations where you want to search for the city, country, website of the customer…
Read moreSince OTRS 5s the feature "OTRSAppointmentCalendar" is available. Finally, this feature will be merged into the OTRS 6 framework. This appointment calendar allows agents to manage and display multiple calendars and their appointments. Furthermore, did you know? Contributing to…
Read moreIn OTRS 6 you have the possibility to add Dynamic Fields for customer users and customers. This makes it possible to add additional data fields to customer users and customers (companies) without making changes to the regarding backend. You'll find…
Read moreThe next improvement in my small blog series about "Changes in OTRS 6" is the improved ticket merge screen. Finally, you'll have the possibility to search for a ticket number or a ticket title in ticket merge and bulk screens.…
Read moreSince OTRS 5 it was only possible to split an article into a new phone ticket. Finally, this change in OTRS 6, because you now have the possibility to decide if an article should be split into a new "Email…
Read moreAlso, the ticket history was modernized in OTRS 6. You now have the possibility expand/collapse events which are older than a specific amount of time. Did you know? Contributing to OTRS has never been that easy. Just head over to otrs.github.io…
Read moreIn OTRS 6 we added a new feature to store articles as a draft. This is useful for people who have to interrupt their work (e.g.: coffee break) and want to continue later. As you can see, there's now a…
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