I have just upgraded my OTRS 5 to OTRS 6 and need help to sort out a few things. As is everything is working fine (no show stoppers) but having the below going will be a great help in making the things faster on our side.
We are using OTRS for email tickets only and that too from customers only. No phone tickets or No Agent created tickets are created in the system
1) When the agent opens a Ticket in Ticket zoom view, the top bar shows who the email is from and date when sent with an "i" on the right side to expand to see "to,from,cc, subject fields" of the email. This is hidden by default and clicking on the "i" will expand to show the fields.
Can this expanded view be set somehow by default by all agents.
2) By default attachments with the incoming email are shown at the bottom. In otrs 5 they used to be shown at the top can we change that somehow.
3) How to have "Reply" and "Reply all" options. by default it replies all and agent has to manually remove ids
4) A lot of tickets whoe the customer id as blank, even though there is a valid email sender for the email? What could be the cause for the same.
thanks in advance.