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