> 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