OK, I've followed all David's tips/suggestions here, but there are no emails going to either the agent or the customer still.
What else should I check, and how? Thanks Neil > 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 --------------------------------------------------------------------- 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/
