"User questions and discussions about OTRS.org"
Dear Karlin,
Thank you for your interest in our product! On Thu, 2007-11-15 at 11:15 +0200, Anders Karlin wrote:
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?
* Can I set how long time one ticket have cost the supportdepartment?
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. We would like to show other places in the company how much time they have got from use to be able to have internaldebit.
* Should I rename default queues or how should I use them? My incomming 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? How do I set an queue as default as Raw is? Why do I get mails into Postmaster-queue without setting any filter settings when Raw-queue should be default?
* What is Email-Ticket used for?
To create a ticket and automatically generate an email to the customer so that the customer has a copy of the problem description and ticket number to make updates to his/her request.
Do I use it when person talkes to me about an problem and I want it in the system, like the Phone-Ticket?
* How do I put an ticket into someones queue?
With the queue selection when you create a ticket, or you can move the ticket later as well. The queues are not designed for a single person. More like 1 queue 10 people each queue has a different subject like Service, Internal, External, Hardware, Customer Request, Jobs and so on.
If you are seriously considering to implement a helpdesk software, OTRS is your best choice. Especially when you have no experience with other helpdesk software.
We are now using DotProject with helpdesk-modul but it is not designed for helpdesk from the begining. It's only the module that makes it an helpdesk.
Contact us if this could be of interest. Try our demo system http://demo.otrs.org
Thanks but I have already configured an Ubuntu 7.10 with latest OTRS package and it runns well (can e-mail and get e-mails) but I don't know how to use it.
((enjoy))
Shawn Beasley
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