Hi folks,
I have been playing with OTRS for a couple of weeks and of course this
leads to some questions:
I notice that if you specify an email address for queue despatching within
OTRS it is only followed if the incoming mail matches exactly.
Eg.
support@red.net is being sent to a queue called Incoming
but
"support"
"'support@red.net'"
get ignored.
Ignored mails seems to get sent to the Postmaster queue.
What are the implications of deleting the RAW queue and renaming the
Postmaster queue so that it is called Incoming or some other name?
Which is better for you, more queues (so that you can see the name in the
ticketview without the [...]) or subqueues?
Can you have escalation work by altering the priority on a creeping basis?
ie. After x minutes, it goes from priority a to priority b and then to
priority c (is this a job for GenericAgent!)? I have thought about just
moving tickets between queues to do this sort of thing.
Anyone seen any gotchas implementing priorities the Cisco way so that 1 is
the highest priority and 5 is the lowest?
Regards and Happy New Year to everyone,
Raza
