Hi,
I'm evaluating OTRS for use as our primary ticketing system. You may
have noticed from my previous emails that I've got a vanilla system up
and running on a CentOS 5 box.
I'm currently a little over-whelmed by the complexity of OTRS and am
struggling to find a way in to work out how best to configure the system
for our usage.
I was wondering if there is some sort of post-install, best-practise
setup/configuration guide? Something that takes a use-case and
illustrates the various OTRS features?
Let me describe my own particular use case...
I work for a managed hosting company. We have many customers, and
several technical support guys (agents?) who work 24/7 on a shift basis.
Customers send support requests to [EMAIL PROTECTED]
We also have a monitoring system and email notifications of critical
errors are sent to [EMAIL PROTECTED]
We also have our contacts in SugarCRM and would like to sync
company/contact data from Sugar to OTRS
So far, I've done a vanilla setup, and created a test mail address to
receive new emails - [EMAIL PROTECTED] (this will eventually be replaced
by [EMAIL PROTECTED]).
Can anyone help me out here?
Thanks,
R.
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