Re: [otrs] Otrs quick start manual

Dear Michiel Thanks for your answer, I appreciate it I didn’t create a ticket through email cause I don’t know how to set it up correctly. We’re using standard Exchange server solution, and I didn’t find in the manual how to set it up. I have created the ticket through customer webinterface and it appeared in the assigned queue as you said How can I react to this queue ( response ) Is it important to set the email settings to be able to work with OTRS ? I’m missing something like OTRS workflow schema, like: 1.The ticket was created ( how many ways can be used to do it ) 2. ticket is accepted ( by whom, email ? ) 3. how to response to the ticket ( by the email , by the web interface, how many ways can be used to do it ) And so on... Thanks a lot Btw OTRS looks really nice and useful Br pet From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, February 10, 2009 9:30 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Otrs quick start manual Hi Peter, Your remark is on the spot, the documentation for OTRS is quite extensive but there is no such thing as a 'OTRS Quick Start Guide'. This is also mentioned in the TODO list for the documentation: http://cvs.otrs.org/viewvc.cgi/doc-admin/TODO?revision=1.34&view=markup Now onto your issues: did you create your ticket via email, via the Agent interface (index.pl) or via the CustomerUser interface (customer.pl) ? If you used the first option, are you really sure the mail was read (i.e. the cronjobs are set up properly?) You can verify this by running otrs/PostMasterMailbox.pl from a console. Otherwise, if you did no further configuration, you should be able to see the ticket in the assigned queue. If you'd expected autoresponses, you should first configure those. What helps is to just go in the admin area and explore the options there piece for piece. After that, read the manuals and then you'd have some idea to what you can do with OTRS... Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Mon, Feb 9, 2009 at 18:13, Jevos, Peter wrote: Hi I'm new in the otrs project I've installed it and examine the manual However i'm missing basic steps to start to work with this nice tool and see how work basic functions ( something like quick start guide ) Manual is prety nice described but it is bit huge with all these features and options. All I did was I've created new agent and customer. I assigned agent to the grup users. But I don't know what is the next steps to see it in the action. I have created new ticket but it's appeared nowhere Thanks a lot for your answers pet _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs