Multi-account registration
With multi-account registration, service agents can login to one service desk account on the mobile app and access multiple OTRS instances at one time.
Organizer item types for search results
Sometimes, service agents have to repeat searches again and again with the same search criteria. To save time, service agents can use organizer item types
Copyable or movable dashboard widgets
With copyable or movable dashboard widgets, service agents can move or copy widgets from one dashboard layout to another dashboard layout without having to recreate
Personal mobile default environments
With personal mobile default environments, service agents can save time by defining which OTRS account is their default. Once defined, agents will automatically be logged
Icons in the customer information cards to start new processes
Service agents may need to start new processes directly from the customer information cards, in addition to phone calls, e-mails or text messages, so that
Sorting options for open/closed tickets in customer and customer user lists
Service agents may want to find out which customers have the most open tickets. With sorting options for open/closed tickets in customer and customer user
Symbolic identifier for unread tickets and articles
Service agents can focus on what’s most important when they can quickly distinguish between fully-read tickets and unread tickets. With symbolic identifier for unread tickets
A default language for customer service catalog items that is also used as a fallback language
Service managers want to make sure that all customers have access to the right information about all services, regardless of their preferred language selections. With
Export and import of KBAs
Knowledge managers need new or updated knowledge base articles to be approved and tested before being released to production. By using export and import of
Predefined external or internal visibility options in text templates
As a service agent, it’s very important to know which information is visible externally vs. internally. With predefined external or internal visibility options in text
Personal customer user settings for communication sort order (by X, up/down)
With personal customer user settings for communication sort order (by X, up/down), customer users can sort communications by age so that they can quicky see
Shared filter and search results
With shared filter and search results, service agents can share search templates with colleagues so that they all have the same view. This helps to
LDAP password change support for customer- and agent accounts
LDAP password change support for customer- and agent accounts simplifies the process of changing passwords. Service agents can change their password solely in the LDAP
Personal and static lists of tickets and other objects in the customer interface with field filters
Filtering business object lists helps customer users find information faster. With personal and static lists of tickets and other objects in the customer interface with
MLT (More Like This) search result widgets for create, reply, note and other screens
Seeing contextully useful information in the form of knowledge base articles or other tickets helps service agents work more efficiently. With MLT (More Like This)
Time and history stripes, small widgets that contain just enough details about the things that have been done in the past, like adding notes or changing field values
Service managers must know who has done what in the past so that they can stay informed about events and happenings. With time and history
Configuration options to invalidate accounts after n-days of inactivity
With configuration options to invalidate accounts after n-days of inactivity, security managers do not have to manually manage the invalidation of accounts from previous employees
Inline editing options for ticket titles
Accurate and clear ticket titles make it easier for service agents to quickly find and understand what a business object is about when it appears
Automatic drafts for notes and emails
As a service agent, it is often nessessary to switch between tasks. When this is required, agents must be able to do so quickly, without
Print function with rich-text and image support
Service agents may want to print business objects, including their rich-text articles, inline-images and other non-plain text content, so that they can export single business
Search options for column names in widget settings
With search options for column names in widget settings, service agents can quickly find column and field names for use in widget settings, instead of
Complex search filter conditions
With complex search filter conditions, service agents are able to use AND-OR switches between filters and negation options. This allows them to optimally narrow down
Automatic time zone support
With automatic time zone support, service agent time zones automatically change as they travel between several time zones.
Search result business object filter
With search result business object filter, service agents do not see unnecessary business objects (e.g. articles in ticket results) when search results should only display
Personal activity streams
To keep up with what’s most important, service agents need to be able to quickly identify business objects that have new emails or notes attached.
Business object specific search filter criteria like in ticket lists or KBA lists
Having a consistent user interface helps service agents more quickly locate the information they need. By applying business object specific search filter criteria like in
Search object selection options to show only tickets or only articles
Fast access to needed information is critical for providing quality service. With search object selection options to show only tickets or only articles, service agents
Hardware security module (HSM) support for private keys
If controlled access to the server file system is not considered sufficient security, security managers benefit from hardware security module (HSM) support for private keys.
Meta data collector webservice interfaces
If messages contain data for investigation, security analysts benefit from meta data collector webservice interfaces. More specifically, they can find relevant IP addresses and other
PDF to image converter
If external PDF files can be submitted via emails or notes, security analysts benefit from PDF to image converter. This enables them to safely open
Personal and shared tagging labels for attachments
If attachments must be classified, security analysts benefit from personal and shared tagging labels for attachments. Labels enable them to save time when searching for
Predefined recipients in templates
If messages must be sent to a dedicated list of recipients, service agents benefit from predefined recipients in templates. More specifically, they can send emails
Recipients taken from static and dynamic fields in templates
If messages must be sent to dynamically selected recipients, service agents benefit from recipients taken from static and dynamic fields in templates. This allows them
Article raw source fetching/sending options for ticket web services
If emails must be submitted to SPAM defense and abuse handling systems, security analysts benefit from article raw source fetching/sending options for ticket web services.
Attachment action support for data hashes
If attachments must be analysed before downloading, service managers benefit from attachment action support for data hashes. This allows them to submit attachment hashes instead
Encryption and signing for process user task activity emails via S/MIME and PGP
We believe that process modelers should be able to configure encrypted outgoing emails to ensure continuous safe process communication. Instead of sending unsafe unencrypted manual
Generic interface requester transport configuration options for custom outgoing HTTP request headers (e.g. Authentication: Bearer 1234)
If remote web services must be used to check files for viruses, exchange incident data or search for significant terms, administrators benefit from generic interface
Integrations with MISP platforms to receive threat data
When threat data may influence process flows, security analysts benefit from receiving threat data via integration with MISP platforms. This ensures that they can automatically
Integrations with MISP platforms to share threat data
When threat analysis results must be shared, security analysts benefit from integration with MISP platforms to share incident, event and threat data. Sharing threat details
Integrations with the VulnDB platform to receive vulnerability data for prioritization
When vulnerabilities must be classified, security analysts benefit from integration with the VulnDB platform so that they quickly receive vulnerability data in order to evaluate
Integrations with the VulnDB platform to receive vulnerability data for process enrichment
When vulnerability data may influence process flows, security analysts benefit from integrations with the VulnDB platform so that they quickly receive vulnerability data. This allows
Meta data collector search interfaces
If messages contain data for investigation, security analysts benefit from meta data collector search interfaces. More specifically, they can find relevant IP addresses and other
Predefined ENISA taxonomy web services and fields
If ENISA taxonomy is used for classification, security analysts benefit from predefined ENISA taxonomy web services and fields. By selecting from predefined ENISA taxonomy values,
Predefined false positive taxonomy web services and fields
If false positive taxonomy is used for classification, security analysts benefit from predefined false positive taxonomy web services and fields. By selecting from predefined false
Predefined KRITIS taxonomy web services and fields
If KRITIS taxonomy is used for classification, security analysts benefit from predefined KRITIS taxonomy web services and fields. By selecting from predefined KRITIS taxonomy values,
Predefined TLP taxonomy fields
If TLP taxonomy is used for classification, security analysts benefit from predefined TLP taxonomy fields. By selecting predefined TLP taxonomy values, they ensure that classifications
Personal and shared tagging labels
We believe that service agents should be able to tag business objects with lables to save time when searching for already-analyzed incidents or service requests.
Encryption and signing for process script task activity emails via S/MIME and PGP
If business process participants require encrypted communication, process modelers benefit from encryption and signing for process script task activity emails via S/MIME and PGP. More
Plaintext email options for automatic email notifications
If remote systems cannot read rich-text emails, administrators benefit from plaintext email options for automatic email notifications. More specifically, they can configure outgoing emails to
Flexible configuration options to customize any form
If fields on forms should be displayed in specific order, administrators benefit from flexible configuration options to customize any form. More specifically, they can configure
Small stripes in business object details views that contain just enough details to transport desired information
If business objects contain dozens of data and information widgets, service agents benefit from small stripes in business object details views that contain just enough
Widgets containing all messages as a stream with advanced filter and sort criteria
When messages must be read and responded to, service agents benefit from widgets containing all messages as a stream with advanced filter and sort criteria.
Single task menu that contains all possible tasks related to the business object
Having a single task menu that contains all possible tasks related to the business object is a huge benefit for service agents. It means that
Ticket list filter for “my services”
When services are tracked by the amount of incidents and service requests handled, service managers benefit from ticket list filter for “my services.” More specifically,
Organizer item types for chat and online users
If chat is used for communication with other agents and customer users, service agents benefit from organizer item types for chat and online users. With
Organizer items for business object lists
If many different types of open issues and other tasks must be organized, service agents benefit from organizer items for business object lists. More specifically,
Options to force the usage of at least one 2FA method
When data must be secured, administrators benefit from options to force the usage of at least one 2FA method. With this, they can ensure secure
Widgets containing all involved people
Knowing who else has been working on a request can help get work done more efficiently and with fewer mistakes. This knowledge is made quickly
Email fallback for two-factor authentication
If SMS is not available and is the only enabled 2FA method, users benefit from email fallback for two-factor authentication. This lets them receive 2FA
Ticket list filter for “pending status reached more than … ago”
To Dos are often organized by due date, so service agents benefit from ticket list filter for “pending status reached more than … ago” because
Organizer item types for customer lists
To manage many customer relationships at a time, sales managers benefit from organizer item types for customer lists. This lets them create a filtered list
Filter in business object lists
When lists have many items, service agents benefit from filter in business object lists. This allows them to filter business objects by their multiple properties
Avatars in business object lists
If many different types of open issues and other tasks must be organized, service agents benefit from avatars in business object lists. More specifically, they
Preferred 2FA methods
If different 2FA methods are required, users benefit from preferred 2FA methods. With this, users can select their preferred 2FA method in personal settings. This
Dashboard widgets containing all kind of statistics
Dashboard widgets containing all kind of statistics is perfect for service managers who want to stay on top of service and product performance. This widget
Option to choose alternative 2FA methods during the login process
If SMS is not available, users benefit from option to choose alternative 2FA methods during the login process. More specifically, they can receive 2FA tokens
Ticket list filter for “responsible is me”
Service agents can quickly determine what their responsibilities are with ticket list filter for “responsible is me.” Using this, they can filter lists quickly and
Organizer item types for customer user lists
Service agents benefit from organizer item types for customer user lists when working with many different customers at a time. It allows them to have
User interface designs that fully honor screen reader requirements
If screen readers are required for work, users benefit from user interface designs that fully honor screen reader requirements: OTRS can be used seamlessly with
Personal column preferences in business object lists
When users are searching for unspecific information, service agents benefit from personal column preferences in business object lists. More specifically, they can add any preferred
QR code scanning for 2FA (google authenticator algorhytm)
When login via a QR code is the preferred 2FA option, users benefit from QR code scanning for 2FA (google authenticator algorhytm). This lets them
Dashboard widgets containing metrics of queues and status
When queue thresholds must be managed, service managers benefit from dashboard widgets containing metrics of queues and status. This allows them to keep an overview
Save trusted browsers
If logins are most often done from the same browser, users benefit from save trusted browsers. More specifically, they can tell OTRS to remember the
Ticket list filter for “watcher is me”
Sometimes issues must be monitored, so agents become a watcher of a ticket. When this happens, service agents benefit from ticket list filter for “watcher
Avatar menus
If personal preferences may change frequently, service agents benefit from avatar menus. More specifically, they can assign avatars to their personal user profile, personal settings
User manual pages explaining available access keys
If pointer devices can not be used, users benefit from user manual pages explaining available access keys. More specific, they can know about all implemented
Advanced user settings per screen configuration
If screen specific settings are desired, service agents benefit from personal settings per screen configuration. More specific, they can customize the screen specific settings directly
SMS messages for 2FA
If 2FA is implemented, users benefit from SMS messages for 2FA. This lets them receive SMS messages with one-time codes, allowing them to use 2FA
Dashboard tag cloud widgets with filters for several data fields
Service managers can benefit from dashboard tag cloud widgets with filters for several data fields. this allows them to visualize large sets of data. They
Two-factor authentication setup wizards
If 2FA setup has not been completed and administrators are requiring users to login with 2FA methods, users benefit from two-factor authentication setup wizards. With
Filter for calendars
If teams manage many calendars, which results into a large list of appointments, service agents benefit from filter for calendars. More specific, they can filter
Organizer item separators
When users need many organizer items, they can benefit from organizer item separators. More specifically, they can separate organizer Items with custom separators. This allows
Widgets that can be duplicated and configured in different ways
If business objects contain dozens of messages, data and information, service agents benefit from widgets that can be duplicated and configured in different ways. This
Easy watching options in business object lists
With easy watching options in business object lists, users can watch or un-watch business objects directly within the business object list without opening the object
History widgets, containing all historical entries of business objects with advanced filter and sort criteria
When historical data must be analyzed, service agents benefit from history windows containing all historical entries of business objects with filter and sort criteria so
Dashboard widgets showing remote content in iFrames
If information is decentralized, service agents benefit from dashboard widgets showing remote content in iFrames. This allows agents to read integrated content from remote systems,
Filter presets in business object lists
If I want to see the business objects from different filter perspectives, service agents benefit from filter presets in business object lists. More specifically, they
User-friendly report scheduling options
If reports must be sent at scheduled times, service managers benefit from user-friendly report scheduling options. Using this, they can select predefined schedules or easily
Organizer items types for ticket lists
If many different types of open issues and other tasks must be organized, service agents benefit from organizer items types for ticket lists. More specifically,
Widgets for other types of linked business objects like KBAs, appointments, etc.
If one business object is related to other business objects, service agents benefit from widgets for other types of linked business objects like KBAs, appointments,
Search filter for specific business object types and their properties
Search filter for specific business object types and their properties allows agents to limit the types of business objects through which they search. This way,
Continuous loading in all business object lists
When filter and search criteria return ten or more results, service agents benefit from continuous loading in all business object lists. This lets them see
Dashboard widgets showing remote images
If information is decentralized, service agents benefit from dashboard widgets showing remote images. With this widget, they can see integrated images from remote systems, reducing
Integrated customer and customer user management screens
Often, customer and customer user data will be managed by non-admin users. In this case, service agents benefit from integrated customer and customer user management
Header menus
Service agents benefit from header menus because they have super quick access to the most frequently performed actions in a matter of a click. This
Personal organizers
Organizing open issues and other tasks is important, so service agents benefit from personal organizers. More specifically, they can create personal lists of tickets or
Widgets containing all business process information
When processes must be worked on, service agents benefit from widgets containing all business process information. The widget helps agents manage process information. They can
Process form descriptions
If agents must complete complex process forms with dozens of form fields, use process form descriptions. This helps people understand the purpose of each process
Direct actions in business object lists
When business object properties must be updated quickly, service agents benefit from direct actions in business object lists (inline editing). More specifically, agents can execute
Online user overviews
Service agents benefit from online user overviews because it allows them to have an overview of users who are online and logged in. This allows
Small or large widgets containing all data and information of a specific matter, like communications, people, assets, time and others
Because business objects contain a lot of data and information, service agents benefit from small or large widgets containing all data and information of a
Menus in the application header containing buttons for directly accessing the available create screens
New customer records and other objects must routinely be created, so service agents benefit from menus in the application header containing buttons for directly accessing
Organizer item types for KBA lists
If KBA content quality must be improved continuously, knowledge managers benefit from organizer item types for KBA lists. More specifically, they can filter KBA lists
Option to encrypt emails during the 2FA login process
If emails will leave trusted networks, users can keep accounts more secure by using encryption. The option to encrypt email during the 2FA login process
Personal screen settings, that allow to customize all aspects of business object screens
Service agents benefit from using personal screen settings, that allow to customize all aspects of business object screens. This is particularly useful when use scenarios
Live data updates in business object lists
Service agents stay up-to-date quickly with live data updates in business object lists. It allows them to see changes to data of a business object
High-contrast style variants in bright and dark
Service agents benefit from high-contrast style variants in bright and dark when GUI elements need to have more contrast betwen them. This increases ease-of-use, particularly
Easy connect options
If external communication with customer users is needed, service agents benefit from easy connect options. They can easily connect with customer users, allowing them to
Mega menus
If users have access to many different modules, service agents benefit from mega menus. Mega menus give agents access to the available modules in OTRS
Organizer item preconfiguration changeability options
If organizer items change significantly, administrators benefit from organizer item preconfiguration changeability options. More specifically, they can set some of the pre-configured organizer items to
Emails for 2FA
When working across multiple different devices and browsers, users can keep themselves protected from any unusual account access with emails for 2FA. This sends users
1-2-3-column views, for options to switch between a one-, two- or three-columns view where every column contains one or more widgets
If users have different screen sizes, service agents benefit from 1-2-3-column views for options to switch between a one-, two- or three-columns view where every
Personal user profile settings
Service agents can personalize their settings with personal user profile settings which are located in their user profile. These allow agents to upload their own
Search result views that are focused on relevance and previews
Often, multiple search results may contain relevant information. In this case, service agents benefit from search result views that are focused on relevance and previews.
Scroll-to buttons that contain all enabled widget names
Sometimes widgets are positioned outside of the viewable area, so service agents benefit from scroll-to buttons that contain all enabled widget names. This lets them
Active notification menus
Service agents benefit from active notification menus because it alerts them to new updates on every screen. This allows them to recognize, access and read
Predefined organizer item configurations
When systems are migrated to newer versions, service agents benefit from predefined organizer item configurations. More specifically, they can have toolbar items (e.g. My Locked
Multiple out-of-office time frames
Multiple out-of-office time frames benefit service agents. This lets them configure one or more out-of-office period (start date + end date) so that they can
Personal notification settings
Service agents benefit from personally managing their personal notification settings. This allows them to receive only personally useful notifications through their preferred communication channels rather
Only one click for “back to list”, “previous item” or “next item”
When business objects must be reviewed carefully one-by-one, service agents benefit from only one click for “back to list”, “previous item” or “next item.” They
Search result previews with additional information
Service agents benefit from search result previews with additional information by being able to see a preview of the business object detail view directly from
Support for multi-level sorting in business object lists
If using more than one sort criteria, service agents benefit from support for multi-level sorting in business object lists. More specifically, they can sort business
Search menus
Search menus give agents the abiliy to search for objects, emails and other documents throughout the whole application, even when few details are known about
Organizer item type permissions
If systems are used across multiple departments, administrators benefit from organizer item type permissions. More specifically, they can assign groups to organizer item types. This
Response options in communication previews in business object lists
If customers expect fast and personal responses, service agents benefit from response options in communication previews in business object lists. This lets them reply to
Custom one-click header actions
If customers often report the same issues, service agents benefit from custom one-click header actions. More specifically, they can prepopulate fields of the phone call,
Live mode for business object lists
New list entries are always expected, so service agents benefit from live mode for business object lists. This lets them see new list entries immediately
Search result filter pre-sets storing different sets of filter criteria
If search results are required to be looked at from different repeatedly-used filter perspectives, service agents benefit from search result filter pre-sets storing different sets
Outstanding priority colors in business object lists
High priority business object must be worked on first, so service agents benefit from outstanding priority colors in business object lists. The priority colors help
Secure login options as admin users
Administrators benefit from secure login options as admin users because it allows them to restrict access to the admin interface to users who have previously
User exception lists
If remote systems use special service users for web service connections, administrators benefit from user exception lists. More specifically, they can except some users from
Ticket list filter for “owner is me”
When trying to find work that is specifically assigned to oneself, service agents benefit from ticket list filter for “owner is me.” This lets them
Business object list on-demand link, for non-personal business object lists that allow configuration parameters to be submitted in the URL
If external systems can link users to useful business object lists, administrators benefit from business object list on-demand link, for non-personal business objet lists that
Search filter presets
If similar search filters are used multiple times a day, service agents benefit from search filter presets. This means they can save search filter criteria
Module registration layer for available 2FA methods
If one or more of the default 2FA options are not wanted or not allowed, administrators benefit from module registration layer for available 2FA methods
Indicators for unread communications in business object lists
Often issues are updated frequently with feedback and questions from customers, so service agents benefit from indicators for unread communications in business object lists. The
Login options as agent users
Administrators benefit from login options as agent users because it allows them to login as another agent user. This lets them define the configuration parameters
Advanced password policy rules
When user accounts must be as secure as possible, administrators benefit from advanced password policy rules. More specifically, they can specify account and password policies.
Personalized date and time formats
If users require a different methods of displaying the date and time format, service agents benefit from personalized date and time formats. More specifically, they
Custom styles for colors and images
When OTRS is used in different working environments, service agents benefit from custom styles for colors and images. This allows agents to select preferred styles
Auto generator for 2FA shared secrets
If users need new 2FA shared secrets for existing 2FA setups, administrators benefit from auto generator for 2FA shared secrets This allows them to protect
Alternative 2FA methods
If access to email is not possible but a mobile phone is available, users benefit from alternative 2FA methods and can select these during the
Business object lists
Because many different types of open issues and other tasks must be organized, service agents benefit from business object lists. The lists allow agents to
Group assignments per notification
If systems are used across many departments, administrators benefit from group assignments per notification. This lets them assign groups to notifications so that only elevant
Warning messages about password expirations
If passwords are going to expire, service agents benefit from warning messages about password expirations. More specifically, they will be informed about soon-to-expire passwords. This
Split email notifications
When notification emails must be personalized and recipients must not be visible to each other, administrators benefit from split email notifications. More specifically, they can
Search result filter criteria
If search criteria are too vague and not precise, searches may return too many results to be useful. In this case, service agents benefit from
One property widget that is filled with data automatically
If business objects contain a lot of data and information, service agents benefit from one predefined property widget that is filled with data automatically. More
2FA email encryption options
Sometimes 2FA codes in emails must pass through unsecure environments, e.g. internet lines. When this happens, users benefit from 2FA email encryption options. Users can
Ticket list filter for “articles unread by me”
Quick efficient communication is a key to service agent success, so agents benefit from ticket list filter for “articles unread by me.” This lets agents
Organizer item preconfiguration availability options
If several different organizer items are available, administrators benefit from organizer item preconfiguration availability options. Administrators can set some of the pre-configured organizer items to
Grid-like dashboard customizations
If dashboard requirements vary a lot between jobs, service managers benefit from grid-like dashboard customizations which lets them customize dashboards to personal needs. This allows
Filter by ticket properties
If configuration items must be dynamically defined in a list field, administrators benefit from filter by ticket properties. More specifically, they can filter dynamic field
People stripes, small stripes that contain just enough details about involved agent users
When business objects contain dozens of messages, service agents benefit from people stripes that contain just enough details about involved agent users. This lets them
Widgets containing all messages in a table with advanced filter and sort criteria
Often, messages must be analyzed or identified. For this reason, service agents benefit from widgets containing messages in a table with advanced filter and sort
SSO support for 2FA methods
If SSO authentication has been implemented, administrators benefit from SSO support for 2FA methods. This allows them to load 2FA methods after successful HTTP basic
Ticket list filter for “my queues”
When work must be tracked by team or organizational unit, service agents benefit from ticket list filter for “my queues.” This lets them filter lists
Organizer item predefined configurations
If users share common interests of lists and overviews, administrators benefit from organizer item predefined configurations. With this, they can provide ready-to-use organizer items for
Custom dashboard widgets
If dashboard requirements vary a lot between jobs, service managers benefit from custom dashboard widgets which lets them customize dashboards to personal needs. This allows
Permanent storage and reuse of email encryption information
Continuous communication encryption is critical in a secure environment. For this reason, security analysts benefit from permanent storage and reuse of email encryption information. With
Permanent storage of email signing information
Digital signatures add an extra layer of security, so security analysts benefit from permanent storage of email signing information. With this, they can visually check
Dynamic field dropdown and mutiselect color-definitions for each of the possible values
If some field values are very important and must be immediately noticed, security analysts benefit from dynamic field dropdown and mutiselect color-definitions for each of
Custom document search queries out of matched text in ticket articles
If emails and notes contain common terms or data patterns, security analysts benefit from custom document search queries out of matched text in ticket articles.
Decryption of incoming emails, even if the recipient address is BCCed
Security analysts benefit from decryption of incoming emails, even if the recipient address is BCCed because it allows them to send mail that contains a
Attachment actions including virus scan attachment actions agains the virustotal.com web service API
If attachments are submitted via multiple channels (e.g. via the service portal, remote web services or other manual uploads) and do not always pass an
Support for deleting attachments of archived tickets
If old attachments are not allowed to be stored and/or they are bloating the attachment database too much, service managers benefit from support for deleting
Script task activity module ‘SystemCall’ that performs a system command and updates ticket information
If data must be processed by local system commands (e.g. shell scripts), security analysts benefit from script task activity module ‘SystemCall’ that performs a system
Direct actions that require only one click for submitting
If processes provide predefined forms to submit frequent sets of data, security analysts benefit from direct actions that require only one click for submitting. More
Dynamically pre-selected email security options based on the origin emails
When composing email answers back to encrypted emails, security analysts benefit from dynamically pre-selected email security options based on the origin emails. More specifically, this
Email notification templates for TLP: GREEN, AMBER, RED and WHITE
If sensitive data is sent in notification emails, administrators benefit from email notification templates for TLP: GREEN, AMBER, RED and WHITE. More specifically, they can
Fields providing support for basic math rules
Sometimes, it can be helpful to perform calculations directly within a form, such as on invoices, in time reports or when establishing security scores. In
Notification tags for accounted time units
Sometimes, it’s critical that users stay on top of the current amount of time units per ticket. In this case, service agents benefit from notification
Understanding and applying the supported advanced search operators from detailed descriptions
Poorly constructed searches often result in search results that contain too many entries to be useful. To prevent this, service agents benefit from understanding and
Draft mode for ticket action forms
In a service environment, it’s easy to get interrupted or disturbed by another task; yet it’s still critical that notes and emails be throroughly completed.
Custom hyper links if all agents are offline
If the chat agents are not available, customer users benefit from custom hyper links if all agents are offline. This offers them a URL that
Process service task activities
If system and business logic is orchestrated across several web service endpoints, process managers benefit from process service task activities. More specifically, they can request
Showing assigned CIs in the customer detail views
When working with customers, it can be helpful to know which assets are assigned to them. In this case, service agents benefit from showing assigned
Showing assigned CIs in the customer user detail views
When working with customer users, it can be helpful to know which assets are assigned to them. In this case, service agents benefit from showing
KBAs proposed by relevance scoring
Service agents can provide help faster by using KBAs proposed by relevance scoring. With this, they are able to find relevant KBAs that are useful
Custom user preferences
If email responses must be personalized, administrators benefit from custom user preferences. More specifically, they can save user’s phone numbers (text) or job titles (drop
Search operator documentation
If advanced search operators help to find relevant information, service agents benefit from search operator documentation which helps them to better understand the possible search
Image support for survey answers
If regular surveys are used to improve CSAT scores, service managers benefit from image support for survey answers. More specifically, they can provide easy-to-use survey
Dynamic fields that support the definition of possible single- and multi-select values over web service request responses
If category, product and taxonomy structures and values must be kept in sync across several systems, administrators benefit from dynamic fields that support the definition
Options to create messages on-behalf of another customer user
We believe that customer users should be able to create service requests on behalf of another user. For instance, an executive assistant may need to
Credit card number identification algorithms that can replace sensitive values with “XXX”
If customers send emails containing credit card numbers, service managers benefit from credit card number identification algorithms that can replace sensitive values with “XXX-XXX-XXX”. This
Agent-specific notification settings
Many ticket updates can trigger many notifications. If notifications are setup in a very generic way, it can be overwhelming to agents. Thus, service agents
Personal CI overviews in the customer service portal
Sometimes, customer users want on-demand information about the equipment, devices or other assets that are assigned to them. With personal CI overviews in the customer
Link object support for the customer service portal
If the customer service portal must show relationships between current issues and assets, customer users benefit from link object support for the customer service portal.
Automatic ticket creation from KBAs
When regular tasks (e.g. server maintenance) must be documented, service managers benefit from automatic ticket creation from KBAs. More specific, they can schedule tickets via
Mappings between queues and responsible agents
We believe that service managers should be able to assign responsible agents automatically so that the right people are always involved. When queues have dedicated
CI property types that support references to other CI classes
If CI relationships are built across many CMDB classes, configuration managers benefit from CI property types that support references to other CI classes. This means
Schedule options to delete files from specifc types or with a specific age
Customers or service suppliers can often send a lot of attachments, such as bitmaps or sales presentations. This can bloat databases and the storage of
Dynamic ticket forms to hide and show fields based on predefined form templates
Different types of issues require different types of data in order to provide the right information for resolution; using a generic form that asks customers
Dynamic fields that support using references to existing CIs with several filter options
If CI data will be used for reporting and in automated workflows, service agents benefit from dynamic fields that support using references to existing CIs
Ready to adopt ITSM processes
Service managers can benefit from ready to adopt ITSM processes. These common ITSM processes are already created and can be deployed with no effort. This
System configuration histories
When updates and changes to system settings must be documented, administrators benefit from system configuration histories. By having the history, admins can browse system configuration