Re: [otrs] User manual

On Thu, 2007-11-15 at 13:20 +0200, Anders Karlin wrote:

"User questions and discussions about OTRS.org" Skriver:

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Dear Karlin,

Thank you for your interest in our product! On Thu, 2007-11-15 at 11:15 +0200, Anders Karlin wrote:

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Hi,

I got more than one question of how to use the system because I have never used an helpdesk-system. But I hoped someone already hade some kind of small user guide, of how to use the system like,

* How do I answare the sender of the ticket?

First of all you have to configure the Pop account to be used in the Admin section under the menu point SysConfig. Then search for smtp. There you can make the neccessary settings in the Core::Sendmail section of the Framework

What I ment was, how do I send an answare to the person who sent the trublequestion. I must be able to answare when I can fix the case or if I can fix the case and so on. How do I respond to the question?

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Responding per email is done with the email templates. When you are in the queue or zoom view, then you should see templates in the right hand side of the screen for answering per email. The standard is the empty answer.

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* Can I set how long time one ticket have cost the

supportdepartment?

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You cannot, at this point see how long a ticket took to close without manually looking in the ticket history. This feature is not available becuase the lifetime of the ticket does not end with the status

closed.

Isn't it possible to set time manualy everytime I how done something with the case. For example, if a custumer whant me to install a printer. Let's say I give the case 30 min to download drivers one day and then 30 min an other day to install the printer. And if something more comes up later on I can add time to the ticket. Some kind of used time log.

You can use the time units field for this, but the reporting on this field only possible with reports that are specially designed. We can design such reports.

We would like to show other places in the company how much time they have got from use to be able to have internaldebit.

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* Should I rename default queues or how should I use them? My

incomming

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tickets land in the Postmaster-queue without any filter.

This is fully up to you. It is a question of the individual logic and process structure

So they are the same, only diffrent names like an example? As I'am swedish I would like them in Swedish and can then rename them or delete and add new ones without any problems with the system?

You can only set queues to invalid. They will then only appear in the admin console

How do I set an queue as default as Raw is?

Check the Postmaster settings.

Why do I get mails into Postmaster-queue without setting any filter settings when Raw-queue should be default?

Check here Ticket -> Core::PostMaster I suggest playing with the settings in the Admin panel, the setting are quite logically ordered and implemented. I hope I could help you a little better understand the system. Thanks again for choosing OTRS ((enjoy)) Shawn Beasley -- ((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann