Oh and one more thing: By default OTRS will check the e-mail account you've associated with creating tickets from every 10mins, you can change this and instigate to check instantly by going to Admin > Postmaster mail account and selecting "Run Now"
On Sat, Feb 13, 2010 at 12:20 PM, David Holder <[email protected]>wrote: > Hi Neil, > > After an OTRS install you essentially have a clean slate, you must > customise it to meet your requirements. There's no best setup for a > ticketing system to be applied to all situations, therefore post-install, > OTRS will give you the most basic setup. > > From reading your e-mail there are essentially two categories that your > queries fall under: > > > *Agent Notification*: > > Log into OTRS as an agent, then click on the preferences icon. > Locate the middle column, titled as [ Mail Management ] You need to > configure whether or not you want notifications based on specific actions, > such as: > > - Send me a notification if there is a new ticket in "My Queues". > - Send me a notification if a customer sends a follow up and I'm the > owner of the ticket or the ticket is unlocked and is in one of my > subscribed > queues. > - Send me a notification if a ticket is unlocked by the system > - Send me a notification if a ticket is moved into one of "My Queues". > > Select either Yes or No for each, and after each individual change click > the respective "Update" button. > > In conjunction with the above, you need to be "subscribed" to queues. This > is located in the third column- [Other Options] > > Select the queues you want to be notified about, and then click on update > (hold down the ctrl key to select multiple queues). > > *Customer Notifications* > > Click on the Admin button once logged in as an agent. > Locate the "Auto Responses <-> Queue" button. > Select the Raw queue. > Select the auto responses that you want set up for specific actions. Such > as when a new ticket has been raised. > Click update. > Click the actual response to change what it's the message. > > Unless you've changed the mail settings, all new e-mails will be placed in > the "Raw" queue. > > I hope the above answers your questions, feel free to reply back if you > require further elaboration. > > Regards, > > David > > > On Sat, Feb 13, 2010 at 10:44 AM, Neil Grantham <[email protected]>wrote: > >> Hi all >> >> This is my first posting. >> >> I have successfully installed OTRS to evaluate/develop prior to using it >> (hopefully) as our ticket system. >> I have installed on XP Pro, and all seems to be working OK, apart from >> email. >> I am presuming that OTRS set-up installs it's own mailing system? >> >> However, I've logged in as a 'customer' and an 'agent' in separate >> windows, and opened a ticket, but there is no notification email arrived in >> my Inbox. Also, the 'customer' email didn't get a notification of the new >> ticket. >> I could be missing something obvious. Perhaps notifications aren't created >> 'out of the box'? Do I need to set these up first? >> >> Thanks for your advice >> Neil >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > >
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