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

Peter, If you want to respond to an email you should first tie canned responses (one response can be an 'empty' response) to the queue the ticket is in. This is described in this chapter of the manual: http://doc.otrs.org/2.3/en/html/x957.html How to configure incoming email is specified in this chapter: http://doc.otrs.org/2.3/en/html/x1106.html For sending out emails you can use Sendmail or SMTP. In your case you might want to use the SMTP facilities of your exchange server. It is specified here: http://doc.otrs.org/2.3/en/html/c1308.html#email-sending While you are right that OTRS is quite nice and useful, implementation is not trivial. This is true for the technical part but maybe even more for the process part of a new implementation. You'd really need to invest a considerable amount of time to learn about the product before you can apply it succesfully in your environment. Of course you would need to install it, but you would also have to to populate the base data such as queues, responses, and users, maybe install and configure a couple of additional modules, but also to train your end users and get your processes in place before you can get real value out of OTRS. This is not meant to scare you off and of course you are welcome to try the software. Point is: you should not think too easy about implementing a trouble ticket- or ITIL solution. If you don't have the time or resources available to do a proper setup I would strongly advise you to either ask for professional support (see also http://otrs.org/support/), but even than your own organisation would need to invest time, or just defer until you do have time available. If you have specific questions or are stuck, please don't hesitate to contact the list, there are lots of friendly people here willing to help. Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Tue, Feb 10, 2009 at 22:51, Jevos, Peter wrote:

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

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_______________________________________________ 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