Re: [otrs] To: fields in OTRS and other things

Hi Raza, On Mon, Jan 05, 2004 at 05:26:01PM -0000, Raza Rizvi wrote:

I have been playing with OTRS for a couple of weeks and of course this leads to some questions:

I notice that if you specify an email address for queue despatching within OTRS it is only followed if the incoming mail matches exactly.

Eg. support@red.net is being sent to a queue called Incoming but "support" "'support@red.net'"

get ignored.

Ignored mails seems to get sent to the Postmaster queue.

support@red.net, "support" and "'support@red.net'" should work and sould be dispatched to one queue (e. g. Incoming if so configured). If it isn't so, create an bug report with the info how to reproduce it. Thanks! :)

Which is better for you, more queues (so that you can see the name in the ticketview without the [...]) or subqueues?

It dependes on your scenario. If you "just" need to know the count of ticket in queues and subqueues, use subqueues. If you don't have a lot of queue, just use queues.

Can you have escalation work by altering the priority on a creeping basis? ie. After x minutes, it goes from priority a to priority b and then to priority c (is this a job for GenericAgent!)? I have thought about just moving tickets between queues to do this sort of thing.

This will not work with the GenericAgent yet. But it shoud work with OTRS 1.2 brcause you can search for tickets older then x minutes with state xy and priority lala.

Anyone seen any gotchas implementing priorities the Cisco way so that 1 is the highest priority and 5 is the lowest?

Just rename the priority names (http://doc.otrs.org/1.1/html/priority.html).

Raza

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