On Tue, Sep 29, 2009 at 8:03 PM, Alfredo Frugone <afrugone@tgl.cl> wrote:

I had a similar problem, I've checked cronjobs, and I think all is OK,
but messages are not automatically polled from the configured mail
box, but manually it works perfect by pressing on "Run Now!" from
PostMaster Mail Account management

/opt/otrs/var/cron# crontab -l -u otrs
shows:
# fetch emails every 10 minutes
*/10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null

What else I must check?

Thanks
Alfredo

On Mon, Sep 28, 2009 at 11:13 AM, Michiel Beijen <mb@otrs.org> wrote:
>
> Hi Steve,
>
> I'm glad you like the software!
>
> 1. It looks like you've not set up the cron jobs yet. By default, any configured mailboxes should be polled every 10 minutes. [http://doc.otrs.org/2.4/en/html/x531.html#cronjobs]
>
> 2. If people send mail in, and you want them to receive an acknowledgement: go to Admin > Auto Responses and create a response of type "Auto Reply". Then, tie that to your Queue under Auto Responses <> Queues.
>
> 3. To implement this, just put in a regular escalation (either queue based, or SLA based, which would be a little bit more complex). Now, define a queue and subscribe the 'manager' people to that. Create a GenericAgent job via Admin > GenericAgent that pushes tickets to this new 'escalated' queue if the ticket SLA time has passed.
>
> HTH,
>
> Michiel
>
> On Mon, Sep 28, 2009 at 4:46 PM, Steve Anness <steve.anness@gmail.com> wrote:
>>
>> Good morning,
>>
>> first off let me thank you guys in advance, OTRS is a great system and so far it has done wonders for this three man IT Department supporting over 100 users world wide for a non-profit organization. As our organization grows and our needs become more complex the need for automation continues to rise. So there are three things I would like guidance on doing. Any good step-by-step documentation to assist with these three things (assuming they are possible) would be great.
>>
>>
>> 1) Checking for emails automatically, I can go under the mail setting and click "run" and it downloads my support emails. I need to automate this process but can't seem to figure it out.
>> 2) Sending out an auto-response. I can't seem to get it to work to where when I create a ticket it sends an auto-response email letting the person who submitted the ticket know that a ticket was created.
>> 3) The Escalation process -- if a ticket is created via email, can I have it initially send notification to three people and then if there isn't a response have it send an escalation email to supervisors?
>>
>> Thank you again for your advice and guidance.
>>
>> Best Wishes,
>>
>> Steve Anness
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