Hi Steve,
I'm glad you like the software!
1. It looks like you've not set up the cron jobs yet. By default, any
configured mailboxes should be polled every 10 minutes. [
http://doc.otrs.org/2.4/en/html/x531.html#cronjobs]
2. If people send mail in, and you want them to receive an acknowledgement:
go to Admin > Auto Responses and create a response of type "Auto Reply".
Then, tie that to your Queue under Auto Responses <> Queues.
3. To implement this, just put in a regular escalation (either queue based,
or SLA based, which would be a little bit more complex). Now, define a queue
and subscribe the 'manager' people to that. Create a GenericAgent job via
Admin > GenericAgent that pushes tickets to this new 'escalated' queue if
the ticket SLA time has passed.
HTH,
Michiel
On Mon, Sep 28, 2009 at 4:46 PM, Steve Anness
Good morning,
first off let me thank you guys in advance, OTRS is a great system and so far it has done wonders for this three man IT Department supporting over 100 users world wide for a non-profit organization. As our organization grows and our needs become more complex the need for automation continues to rise. So there are three things I would like guidance on doing. Any good step-by-step documentation to assist with these three things (assuming they are possible) would be great.
1) Checking for emails automatically, I can go under the mail setting and click "run" and it downloads my support emails. I need to automate this process but can't seem to figure it out. 2) Sending out an auto-response. I can't seem to get it to work to where when I create a ticket it sends an auto-response email letting the person who submitted the ticket know that a ticket was created. 3) The Escalation process -- if a ticket is created via email, can I have it initially send notification to three people and then if there isn't a response have it send an escalation email to supervisors?
Thank you again for your advice and guidance.
Best Wishes,
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