Hey Peter, Thanks for the tips. I actually got it to work exactly like the process flow you described below. I was getting hung up on the notifications sent to the technician's email. I wanted all notifications assigned to the technicians to go to their Outlook email accounts so they wouldn't have to stay logged in to OTRS all the time. ...and I have it set that all replies go out from the help.desk email account, and all replies get sent to the help.desk account. I had some help from some members in the OTRS list... Thank you all! -Jason -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter Beckman Sent: Tuesday, October 27, 2009 8:41 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] New to OTRS On Tue, 27 Oct 2009, Jason Dupuy wrote:
Still working on the specifics but I'm stumbling on the email settings. I'm just about ready to go into production, but confused about the email settings.
Why are you sending out emails with the technicians email address? If people email help.desk@xxx.com, you should reply from help.desk@xxx.com. As long as the client replies with the ticket number in tact (which they mostly do), you can have the ticket locked to the technician who last responded. The technician should NOT reply to the client from their own email client, if you want OTRS involved in everything. The reason: the replies are sent directly to the customer from the email client, and not stored in OTRS, thus minimizing the value of OTRS: keeping a record of all communication with the customer. Process flow: 1. Customer emails help.desk@xxx.com 2. OTRS pulls it in 3. Technicians LOG INTO OTRS ON THE WEB after getting email notifications to their individual accounts 4. If the ticket is locked to them or is a reply, it will be in the "Requiring Response" section of the Dashboard. If not, it will be in the "new ticket" section 5. They click on it, read it, then compose (click empty message by default) IN OTRS a reply. This reply will go out as "From: help.desk@xxx.com" 6. Customer replies go to help.desk@xxx.com 7. OTRS will store a copy, as well as lock the ticket (by default 3 days I think) to the responder. If the customer responds in that time, the ticket is locked to that tech. If after 3 days, any tech can pick up the ticket and respond, as well as see the entire history of that ticket, regardless of who responded.
Am I making sense at all?
No. :-) ------------------------------------------------------------------------ --- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ ------------------------------------------------------------------------ ---