The Roadmap
OTRS | CONTROL | STORM
Bulk actions
If all incidents or service requests from the same customer or from the same team...
Group-based access control management
If business, employee and customer data protection is required, security managers benefit from group-based access...
Note visibility options
If experts must be involved in current issues, service agents benefit from note visibility options....
Service catalogs
Service managers benefit from service catalogs because they help measure and optimize services. With the...
Integrated data encryption
If data and information security is necessary, users benefit from integrated data encryption. This ensures...
Fine grain definitions of business hour calendars
If SLAs are setup relative to business hours, service managers benefit from fine grain definitions...
Queue or SLA-based escalation times for first response, update, solution and reminder times
If teams have to handle many issues per day, service managers benefit from queue or...
Owner and responsible assignment
Sometimes, first-level teams need information from second-level teams. In this case, service agents benefit from...
Several classification and categorization options
It can be hard to search, filter or report on hundreds of business objects at...
SLA management
Service optimization and measurement is often based on SLAs, so service managers benefit from SLA...
Article split options
Sometimes, customers will send a message that includes more than one request. In this case,...
Ticket time unit accumulation
If time spent on incident or request resolution must be documented and measured, service managers...
Sophisticated link layer mechanisms
There are many situations when relationships between business objects must be made apparent, such as...
Encryption and signing for emails via S/MIME and PGP
If emails contain sensitive information about issues or the customer, security managers benefit from encryption...
User preferences administration
Sometimes users want to make changes to their personal profile settings, but administrators have disabled...
Queue based templates for emails, SMS, etc.
If communication to customers should be branded and kept in line with a corporate style,...
Link-types for children, parents, normal and any custom link relationship
If incidents, service request, assets, KBAs or appointments contain relevant information for further processing, service...
Encryption and signing options for email notifications
If email notifications contain sensitive information about issues or the customer, security managers benefit from...
Ticket access control lists
We believe that administrators should be able to restrict access to ticket details, ticket actions...
Ticket watch option
If tickets are often updated with new content, service agents benefit from ticket watch option...
Escalation times that are suspending if agents are waiting, e.g. for customer feedback
Service managers may be able to reduce escalations with escalation times that are suspending if...
Agent email interfaces
If agent users do not always have good login options (e.g. low network coverage), they...
Personal ticket watch-lists
Service agents benefit from creating personal ticket watch-lists. More specifically, agents can maintain personal lists...
Dynamic fields that support the storage of regular files
If processes require dedicated documents (files), service agents benefit from dynamic fields that support the...
Support for queue and responsible mappings in process forms
We believe that service managers should be able to assign responsible agents automatically so that...
Ticket ACL rules that support options to hide and show dynamic fields in standard and custom process forms
We believe that service agents should be able to focus on the form fields that...
Specialized out-of-office email filter settings
If customers reply with automatic out-of-office messages, service managers benefit from specialized out-of-office email filter...
Statistics to report on the usage of response templates
Knowledge managers benefit from statistics to report on the usage of response templates because it...
Statistics to report on working time for tickets per agent per queue
Often, when legally permissible, service managers seek to optimize incident resolution speed and how long...
Statistics to report on the queue resting time per ticket per queue
To help prevent single cases from getting stuck in a queue without resolution, service managers...
Individually adjustable and sortable ticket overviews
Sometimes, ticket fields have very long text values which makes it difficult to see the...
Partner status for agents to allow access to customer lists and search results
For customers, data privacy can be very important. A customer may not want all agents...
Custom filter criteria for cross-class overviews
If assets are saved in many different CI classes, configuration managers benefit from custom filter...
Dynamic fields that support the definition of possible single- and multi-select values over database selects
If category, product and taxonomy structures and values must be kept in sync across several...
Dashboard widgets that contain managed information in rich text format
If up-to-date information about services is crucial for the service team, service managers benefit from...
Dropdowns with predefined time periods (days, hours, etc.)
Time units may represent effort for tasks or projects and some may even result in...
Advanced generic agent job configurations
If date and time fields must be updated with relative values, administrators benefit from advanced...
Categories for text templates
Templates can help speed up notes and replies, as well as add accuracy. But, when...
Email filter support for encrypted emails
If encrypted emails cannot be read by postmmaster filter modules, security managers benefit from email...
Personal user settings to define preferred services
If some services require special attention, service agents benefit from personal user settings to define...
Loading dynamic content into text templates
Using templates can help make effective communication easier, but sometimes having too many templates can...
Process forms for sending emails
We believe that process modelers should be able to allow agents to send emails only...
Calendars to schedule and manage resources
When issues require tasks to be completed at a certain date/time, service managers benefit from...
Data and configuration synchronization from PROD to TEST
When changes must be tested and approved on TEST systems before publishing to PROD systems,...
Helper pop-ups for SLAs
If customers select an initial SLA during issue reporting, service managers benefit from helper pop-ups...
Ticket archiving based on conditions (e.g. closed more than 3 months ago)
Executing searches across hugh amounts of historical records can slow down the system. For this...
Support for S/MIME certificates from LDAP
If S/MIME is used for organization-wide communication, security managers benefit from support for S/MIME certificates...
User-specific time zone support
If business objects are mainatined across international teams with several time zones involved, service agents...
Permissions for service agents to login as customer users
When new accounts are added or account settings and permissions are updated, service managers benefit...
Calender views in the customer service portal
We believe that customer users should be able to see upcoming events in the customer...
Automation options to set agent users as responsible based on the assigned service
Oftentimes, services have a dedicated service manager. In such cases, it saves time and reduces...
Special handling for search and filter criteria on dynamic field values
If hundreds of dynamic fields are required to support several operating scenarios, administrators benefit from...
Ready to adopt ITSM processes
Service managers can benefit from ready to adopt ITSM processes. These common ITSM processes are...
System configuration histories
When updates and changes to system settings must be documented, administrators benefit from system configuration...
Difference views per configuration setting
If default system configuration settings are modified, administrators benefit from difference views per configuration setting....
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...
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...
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...
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...
Mappings between queues and responsible agents
We believe that service managers should be able to assign responsible agents automatically so that...
Automatic ticket creation from KBAs
When regular tasks (e.g. server maintenance) must be documented, service managers benefit from automatic ticket...
Personal CI overviews in the customer service portal
Sometimes, customer users want on-demand information about the equipment, devices or other assets that are...
Link object support for the customer service portal
If the customer service portal must show relationships between current issues and assets, customer users...
Agent-specific notification settings
Many ticket updates can trigger many notifications. If notifications are setup in a very generic...
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...
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...
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...
Process service task activities
If system and business logic is orchestrated across several web service endpoints, process managers benefit...
Showing assigned CIs in the customer detail views
When working with customers, it can be helpful to know which assets are assigned to...
Showing assigned CIs in the customer user detail views
When working with customer users, it can be helpful to know which assets are assigned...
KBAs proposed by relevance scoring
Service agents can provide help faster by using KBAs proposed by relevance scoring. With this,...
Custom user preferences
If email responses must be personalized, administrators benefit from custom user preferences. More specifically, they...
Search operator documentation
If advanced search operators help to find relevant information, service agents benefit from search operator...
Image support for survey answers
If regular surveys are used to improve CSAT scores, service managers benefit from image support...
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...
Draft mode for ticket action forms
In a service environment, it's easy to get interrupted or disturbed by another task; yet...
Custom hyper links if all agents are offline
If the chat agents are not available, customer users benefit from custom hyper links if...
Notification tags for accounted time units
Sometimes, it's critical that users stay on top of the current amount of time units...
Fields providing support for basic math rules
Sometimes, it can be helpful to perform calculations directly within a form, such as on...
Support for deleting attachments of archived tickets
If old attachments are not allowed to be stored and/or they are bloating the attachment...
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...
Direct actions that require only one click for submitting
If processes provide predefined forms to submit frequent sets of data, security analysts benefit from...
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...
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...
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...
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...
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...
Logging of attachment downloads
If attachments contain sensitive data and information, security managers benefit from logging of attachment downloads....
Logging of agent user logins and logouts
If agent login and logout activities will be audited, security managers benefit from logging of...
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...
Permanent storage and reuse of email encryption information
Continuous communication encryption is critical in a secure environment. For this reason, security analysts benefit...
Permanent storage of email signing information
Digital signatures add an extra layer of security, so security analysts benefit from permanent storage...
Multi-account registration
With multi-account registration, service agents can login to one service desk account on the mobile...
Filter in business object lists
When lists have many items, service agents benefit from filter in business object lists. This...
User interface designs that fully honor screen reader requirements
If screen readers are required for work, users benefit from user interface designs that fully...
User manual pages explaining available access keys
If pointer devices can not be used, users benefit from user manual pages explaining available...
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...
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...
Widgets containing all business process information
When processes must be worked on, service agents benefit from widgets containing all business process...
Option to encrypt emails during the 2FA login process
If emails will leave trusted networks, users can keep accounts more secure by using encryption....
Emails for 2FA
When working across multiple different devices and browsers, users can keep themselves protected from any...
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...
Response options in communication previews in business object lists
If customers expect fast and personal responses, service agents benefit from response options in communication...
Ticket list filter for “owner is me”
When trying to find work that is specifically assigned to oneself, service agents benefit from...
Personalized date and time formats
If users require a different methods of displaying the date and time format, service agents...
Split email notifications
When notification emails must be personalized and recipients must not be visible to each other,...
Filter by ticket properties
If configuration items must be dynamically defined in a list field, administrators benefit from filter...
Flexible configuration options to customize any form
If fields on forms should be displayed in specific order, administrators benefit from flexible configuration...
Organizer items for business object lists
If many different types of open issues and other tasks must be organized, service agents...
Avatars in business object lists
If many different types of open issues and other tasks must be organized, service agents...
Personal column preferences in business object lists
When users are searching for unspecific information, service agents benefit from personal column preferences in...
Advanced user settings per screen configuration
If screen specific settings are desired, service agents benefit from personal settings per screen configuration....
Easy watching options in business object lists
With easy watching options in business object lists, users can watch or un-watch business objects...
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...
Process form descriptions
If agents must complete complex process forms with dozens of form fields, use process form...
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...
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...
Personal notification settings
Service agents benefit from personally managing their personal notification settings. This allows them to receive...
Custom one-click header actions
If customers often report the same issues, service agents benefit from custom one-click header actions....
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...
Custom styles for colors and images
When OTRS is used in different working environments, service agents benefit from custom styles for...
Search result filter criteria
If search criteria are too vague and not precise, searches may return too many results...
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...
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...
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...
Preferred 2FA methods
If different 2FA methods are required, users benefit from preferred 2FA methods. With this, users...
QR code scanning for 2FA (google authenticator algorhytm)
When login via a QR code is the preferred 2FA option, users benefit from QR...
SMS messages for 2FA
If 2FA is implemented, users benefit from SMS messages for 2FA. This lets them receive...
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...
Continuous loading in all business object lists
When filter and search criteria return ten or more results, service agents benefit from continuous...
Direct actions in business object lists
When business object properties must be updated quickly, service agents benefit from direct actions in...
Live data updates in business object lists
Service agents stay up-to-date quickly with live data updates in business object lists. It allows...
Personal user profile settings
Service agents can personalize their settings with personal user profile settings which are located in...
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...
Live mode for business object lists
New list entries are always expected, so service agents benefit from live mode for business...
Search filter presets
If similar search filters are used multiple times a day, service agents benefit from search...
Auto generator for 2FA shared secrets
If users need new 2FA shared secrets for existing 2FA setups, administrators benefit from auto...
One property widget that is filled with data automatically
If business objects contain a lot of data and information, service agents benefit from one...
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...
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...
Widgets containing all involved people
Knowing who else has been working on a request can help get work done more...
Dashboard widgets containing all kind of statistics
Dashboard widgets containing all kind of statistics is perfect for service managers who want to...
Dashboard widgets containing metrics of queues and status
When queue thresholds must be managed, service managers benefit from dashboard widgets containing metrics of...
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....
Dashboard widgets showing remote content in iFrames
If information is decentralized, service agents benefit from dashboard widgets showing remote content in iFrames....
Dashboard widgets showing remote images
If information is decentralized, service agents benefit from dashboard widgets showing remote images. With this...
Online user overviews
Service agents benefit from online user overviews because it allows them to have an overview...
High-contrast style variants in bright and dark
Service agents benefit from high-contrast style variants in bright and dark when GUI elements need...
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 previews with additional information
Service agents benefit from search result previews with additional information by being able to see...
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...
Module registration layer for available 2FA methods
If one or more of the default 2FA options are not wanted or not allowed,...
Alternative 2FA methods
If access to email is not possible but a mobile phone is available, users benefit...
2FA email encryption options
Sometimes 2FA codes in emails must pass through unsecure environments, e.g. internet lines. When this...
SSO support for 2FA methods
If SSO authentication has been implemented, administrators benefit from SSO support for 2FA methods. This...
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...
Email fallback for two-factor authentication
If SMS is not available and is the only enabled 2FA method, users benefit from...
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...
Save trusted browsers
If logins are most often done from the same browser, users benefit from save trusted...
Two-factor authentication setup wizards
If 2FA setup has not been completed and administrators are requiring users to login with...
Filter presets in business object lists
If I want to see the business objects from different filter perspectives, service agents benefit...
Integrated customer and customer user management screens
Often, customer and customer user data will be managed by non-admin users. In this case,...
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...
Easy connect options
If external communication with customer users is needed, service agents benefit from easy connect options....
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...
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...
Outstanding priority colors in business object lists
High priority business object must be worked on first, so service agents benefit from outstanding...
Indicators for unread communications in business object lists
Often issues are updated frequently with feedback and questions from customers, so service agents benefit...
Business object lists
Because many different types of open issues and other tasks must be organized, service agents...
Ticket list filter for “articles unread by me”
Quick efficient communication is a key to service agent success, so agents benefit from ticket...
Ticket list filter for “my queues”
When work must be tracked by team or organizational unit, service agents benefit from ticket...
Ticket list filter for “my services”
When services are tracked by the amount of incidents and service requests handled, service managers...
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...
Ticket list filter for “responsible is me”
Service agents can quickly determine what their responsibilities are with ticket list filter for "responsible...
Ticket list filter for “watcher is me”
Sometimes issues must be monitored, so agents become a watcher of a ticket. When this...
Filter for calendars
If teams manage many calendars, which results into a large list of appointments, service agents...
User-friendly report scheduling options
If reports must be sent at scheduled times, service managers benefit from user-friendly report scheduling...
Header menus
Service agents benefit from header menus because they have super quick access to the most...
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...
Mega menus
If users have access to many different modules, service agents benefit from mega menus. Mega...
Active notification menus
Service agents benefit from active notification menus because it alerts them to new updates on...
Search menus
Search menus give agents the abiliy to search for objects, emails and other documents throughout...
Secure login options as admin users
Administrators benefit from secure login options as admin users because it allows them to restrict...
Login options as agent users
Administrators benefit from login options as agent users because it allows them to login as...
Group assignments per notification
If systems are used across many departments, administrators benefit from group assignments per notification. This...
Organizer item preconfiguration availability options
If several different organizer items are available, administrators benefit from organizer item preconfiguration availability options....
Organizer item predefined configurations
If users share common interests of lists and overviews, administrators benefit from organizer item predefined...
Organizer item types for chat and online users
If chat is used for communication with other agents and customer users, service agents benefit...
Organizer item types for customer lists
To manage many customer relationships at a time, sales managers benefit from organizer item types...
Organizer item types for customer user lists
Service agents benefit from organizer item types for customer user lists when working with many...
Avatar menus
If personal preferences may change frequently, service agents benefit from avatar menus. More specifically, they...
Organizer item separators
When users need many organizer items, they can benefit from organizer item separators. More specifically,...
Organizer items types for ticket lists
If many different types of open issues and other tasks must be organized, service agents...
Personal organizers
Organizing open issues and other tasks is important, so service agents benefit from personal organizers....
Organizer item types for KBA lists
If KBA content quality must be improved continuously, knowledge managers benefit from organizer item types...
Organizer item preconfiguration changeability options
If organizer items change significantly, administrators benefit from organizer item preconfiguration changeability options. More specifically,...
Predefined organizer item configurations
When systems are migrated to newer versions, service agents benefit from predefined organizer item configurations....
Organizer item type permissions
If systems are used across multiple departments, administrators benefit from organizer item type permissions. More...
User exception lists
If remote systems use special service users for web service connections, administrators benefit from user...
Advanced password policy rules
When user accounts must be as secure as possible, administrators benefit from advanced password policy...
Warning messages about password expirations
If passwords are going to expire, service agents benefit from warning messages about password expirations....
Grid-like dashboard customizations
If dashboard requirements vary a lot between jobs, service managers benefit from grid-like dashboard customizations...
Custom dashboard widgets
If dashboard requirements vary a lot between jobs, service managers benefit from custom dashboard widgets...
Personal and shared tagging labels
We believe that service agents should be able to tag business objects with lables to...
Meta data collector search interfaces
If messages contain data for investigation, security analysts benefit from meta data collector search interfaces....
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...
PDF to image converter
If external PDF files can be submitted via emails or notes, security analysts benefit from...
Predefined ENISA taxonomy web services and fields
If ENISA taxonomy is used for classification, security analysts benefit from predefined ENISA taxonomy web...
Predefined false positive taxonomy web services and fields
If false positive taxonomy is used for classification, security analysts benefit from predefined false positive...
Predefined KRITIS taxonomy web services and fields
If KRITIS taxonomy is used for classification, security analysts benefit from predefined KRITIS taxonomy web...
Predefined TLP taxonomy fields
If TLP taxonomy is used for classification, security analysts benefit from predefined TLP taxonomy fields....
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...
Plaintext email options for automatic email notifications
If remote systems cannot read rich-text emails, administrators benefit from plaintext email options for automatic...
Integrations with MISP platforms to receive threat data
When threat data may influence process flows, security analysts benefit from receiving threat data via...
Integrations with MISP platforms to share threat data
When threat analysis results must be shared, security analysts benefit from integration with MISP platforms...
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...
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...
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...
Attachment action support for data hashes
If attachments must be analysed before downloading, service managers benefit from attachment action support for...
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...
Meta data collector webservice interfaces
If messages contain data for investigation, security analysts benefit from meta data collector webservice interfaces....
Personal and shared tagging labels for attachments
If attachments must be classified, security analysts benefit from personal and shared tagging labels for...
Predefined recipients in templates
If messages must be sent to a dedicated list of recipients, service agents benefit from...
Recipients taken from static and dynamic fields in templates
If messages must be sent to dynamically selected recipients, service agents benefit from recipients taken...
Hardware security module (HSM) support for private keys
If controlled access to the server file system is not considered sufficient security, security managers...
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...
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....
Personal activity streams
To keep up with what's most important, service agents need to be able to quickly...
Search result business object filter
With search result business object filter, service agents do not see unnecessary business objects (e.g....
Automatic time zone support
With automatic time zone support, service agent time zones automatically change as they travel between...
Complex search filter conditions
With complex search filter conditions, service agents are able to use AND-OR switches between filters...
Search options for column names in widget settings
With search options for column names in widget settings, service agents can quickly find column...
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...
Automatic drafts for notes and emails
As a service agent, it is often nessessary to switch between tasks. When this is...
Inline editing options for ticket titles
Accurate and clear ticket titles make it easier for service agents to quickly find and...
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...
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...
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...
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...
LDAP password change support for customer- and agent accounts
LDAP password change support for customer- and agent accounts simplifies the process of changing passwords....
Shared filter and search results
With shared filter and search results, service agents can share search templates with colleagues so...
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...
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....
Export and import of KBAs
Knowledge managers need new or updated knowledge base articles to be approved and tested before...
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...
Symbolic identifier for unread tickets and articles
Service agents can focus on what's most important when they can quickly distinguish between fully-read...
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...
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...
Personal mobile default environments
With personal mobile default environments, service agents can save time by defining which OTRS account...
Copyable or movable dashboard widgets
With copyable or movable dashboard widgets, service agents can move or copy widgets from one...
Organizer item types for search results
Sometimes, service agents have to repeat searches again and again with the same search criteria....
Disclaimer: Features or functionality listed on this page (or in any other public announcements, press releases or communication channels) that are not yet available may not be delivered in the time indicated or at all. The development, release and timing of features or functionality described for our products are solely at the discretion of OTRS Group. Customers purchasing OTRS Group products and services should base their purchase decisions only on the services and product features already available.