Re: [itsm] Sending email notification

Well, take this scenario: you have a service desk. The service desk creates a ticket for a customer; they assign the ticket to a "Networking" queue. You'd like the people in the Networking queue to receive a notification via email that there is a new ticket to work on. To achieve this you'd have to do the following: the support staff in the networking queue should log in to OTRS, go to Preferences, make sure the "Networking" queue is selected under "My Queues", and select "Yes" under "New Ticket notification". If you'd like to customize the message that goes out, just go to Admin

Notification, click on en::Agent::NewTicket (or any other language that you tend to use), click Change and make your modifications. Then click Update and the message now has your wording in it..! Easy as cake... (well, almost).

Does this answer your question? If you'd have further questions, or I misunderstood what you're trying to achieve, please do not hesitate to ask! Kindest regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Fri, Jul 24, 2009 at 17:44, boonyam lim wrote:

Hi

Once the support ticket is created by the help desk, any email notication will be sending out to support staff ? if yes, how to set up the email notication at OTRS ? --- On Fri, 7/24/09, Michiel Beijen wrote:

From: Michiel Beijen Subject: Re: [itsm] Sending email notification To: "OTRS::ITSM User questions and discussions" Date: Friday, July 24, 2009, 9:10 PM

Sent out? What do you mean? Who creates the support ticket in your case? Please supply more information.... currently I'm not very sure what it is you are trying to accomplish.

Kindest regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl

On Thu, Jul 23, 2009 at 17:53, boonyam lim wrote:

...

Hi All

After a support ticket is sent out, i would like an email notification to be sent out to support staff, may i know which are the areas i need to set up ?

--- On Tue, 7/21/09, Michiel Beijen wrote:

From: Michiel Beijen Subject: Re: [itsm] running from localhost To: "OTRS::ITSM User questions and discussions" Date: Tuesday, July 21, 2009, 9:04 PM

Hi Boonyam Lim,

For this you'd need to configure your webserver to accept connections from that specific email address. You might also need to adjust the network configuration of your server. Please look into your webserver and/or OS documentation for more information.

After you've done that, the only OTRS specific thing you'd need to do is to alter the FQDN (full qualified domain name) to whatever it is that you'd like to use; go to Admin > SysConfig > Framework > Core > FQDN and make your changes.

HTH, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl

On Tue, Jul 21, 2009 at 09:24, boonyam lim wrote:

...

Hi

i would like to run orts from a specific IP address, i.e. 192.168.10.35 instead of http://localhost/otrs/index.pl, how do i do that and what do i need ?

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