Hi everyone
I've just installed OTRS here (here = SANBI, a small academic institute
in South Africa) to help with our support tracking needs (we've got
about 50 staff / students and half a dozen servers, managed by two
sysadmins). One of our main requirements is email based access - i.e.
someone emails to "[EMAIL PROTECTED]" and they get a response with a ticket
number, which they can use to follow up on the problem. As admins we can
review the tickets on the web interface, respond from there, and if we
"own" a ticket, be notified of any follow-up emails from the users.
I'm trying to get this working with OTRS, but I'm not sure if I'm
changing the right buttons. I got the queue we use configured so that it
emails on status change, I have the sysadmin users set with similar
config, but "follow up" emails are still not consistently being
forwarded to those working on tickets. Can someone point me to where I
need to configure / change in order to achieve the result I specified above?
Thanks,
Peter
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