Hey Dave, I don't have all your answers, but I can direct you to a useful manual. I've used it a lot when I have questions. http://doc.otrs.org/2.4/en/html/ Hope that at least helps some. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bucke D.J. Sent: Tuesday, February 09, 2010 1:28 PM To: otrs@otrs.org Subject: [otrs] basic use of otrs Hi Apologies if these questions are obvious but.... We are trying to setup OTRS for use for the first time and need a bit of guidance. Basically under what circumstances would you use the dashboard.
From what I can see the best way to use OTRS is to use the queue view status which show all incoming mail. Is that the way most others use it or do people take advantage of the dashboard?
Am also trying to work out what the relationship is between the ticket states new and open. Can anyone explain this? Does anyone have access to a guide which might explain the basics? Have searched the internet and the mailings but cant find anything Hope someone can help Thanks Dave Bucke