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GenericAgentAssignAgentInQueue

This package provides GenericAgent module that assigns an agent for ticket in given queue according to 2 parameters: 1) ticket´s dynamic field value 2) CMDB - config item value. Parameters are configured via SysConfig. This package also contains OOF check and automatic switch off.

ExtUpcommingTicket

Configurable dashboard dashlet for up comming events.

AdminDynamicFieldDTT

Administration of Dynamic Fields in relation to Dynamic Ticket templates. (Cloned from Queues - Templates.) New module is placed in Ticket block and it requires admin permissions. OTRS module DynamicTicketTemplates is affected, due the restriction of visibility of dynamic field in the original AdminDynamicTicketTemplate screen.

FreezeSLA

This extension will stop EscalationSolutionTime when ticket is in pendning state. If the pending state is used e.g. for testing on customer´s side, SLA time is stopped and is no more counted. When the state is changed top open, remaining Solution Destination time is re-counted and the SLA is running again.

BulkExtension

Allows to print multiple tickets at once, bulk templates and other client specific customizations.

ICalManager

ICalManager holds functions related to ICalendar management. Important role plays configuration - almost all data sources are defined via SysConfig settings. Data sources are related to the TicketObject (dynamic fields, ticket owner, customer etc.). ICalManager supports multiple configuration profiles, thus it is possible to define different sources for single person and team. CGI script 'ical.pl' provides a front-end functionality - it loads specified arguments and creates ICal file according to configuration.

RepairReport

Enables you to create output XLS and PDF report as per XLS template, which is parametrized using ticket and other Dynamic Fields.

TicketDocument

TicketDocument extension provides overview of all attachments (documents) of given ticket. When enabled, new link 'Documents' will be visible in AgentTicketZoom interface. Module is triggered as a new pop-up screen - similar to e.g. AgentTicketHistory. Available information for each file are: filename, size, creator and time of creation. A filter of files is specified via SysConfig settings.

BubbleNote

Bubble note consists of 3 packages: BubbleNote, AllMyTickets and TicketZoom extension. BubbleNote: Add a bubble note to the ticket, view it on dashboard. AllMyTickets: On the dashboard, display only MY tickets. Zoom extension: 3 types of answers (positive, negative and other) + advanced DF widget (display DF according to user group).

SuggestedTime

Small extension - counts minutes since last article or day start.

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