Feb 21 2021
IMHO, changing to an on-prem solution of OTRS 8 would be the worst decision.
You'd not only find yourself in a vendor lock (5 digits yearly by default) but would also support a company that just doesn't care about Open Source anymore.
Jul 31 2020
Not sure if you did, but you should also reset the Ticket::SearchIndexModule setting. Can be done on the interface if you have access or via console:
Jul 14 2020
I'd like to list the benefits, of which most are already stated here, and add my two cents to the topic.
Jun 19 2020
If you're working a lot with not registered customers (normal inquiries from unknown emails), you have to get the information through the Customer Information Center, as you've mentioned it, even in version 6.0x and 7.0.x
The sidebar does show the number of open tickets of a customer, but only if that email address exists as a customer. In that case, it would show: "Open tickets (customer) (2)".
I am doing OTRS upgrades on a daily basis and would love to help you guys out with the upgrading process.
Submitting ideas to IdeaScale will, unfortunately, be a waste of time, as new features will only be added to the newest version. They also don't really accept a lot of ideas from that page...
Sep 4 2019
That can be done by disabling the configuration "SessionCheckRemoteIP", enabling "SessionUseCookieAfterBrowserClose", and setting "SessionMaxTime" & "SessionMaxIdleTime" to "2592000".
I'd still suggest a "Keep me logged in/Stay signed in" button, which, depending on the check, makes the cookie a session cookie "SessionUseCookieAfterBrowserClose".