Re: [otrs] OTRS & Email Settings

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 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 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 --------------------------------------------------------------------- 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/

--------------------------------------------------------------------- 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/