Still working on the specifics but I'm stumbling on the email settings. I'm just about ready to go into production, but confused about the email settings. Specifics: OTRS 2.4.5 Installed FAQ package Installed Time package Using SMTP settings. Using POP3 postmaster mail account setting to pull our old help.desk@XXX.com emails into the system. I have 3 users (helpdesk technicians) with their own email addresses. They get notifications of tickets as expected. If someone sends a problem to the help.desk@XXX.com email account, the OTRS fetches it, pulls it in... we respond.... The email goes out, with the technicians email account... but now, when the person who originated the issue responds, it goes to the technicians email account... which is not fetched. Other than using the postmaster mail account, is there any way to get external emails into the OTRS? Am I making sense at all? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Mission: To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products. Vision: To be the leading procurement organization in promotional products and gift novelties worldwide. Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.
I'm getting soo pissed off... Is there anyone who can help me out. The basic question is how can I get external emails into OTRS?????? Anyone? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Dupuy Sent: Tuesday, October 27, 2009 1:40 PM To: otrs@otrs.org Subject: [otrs] New to OTRS Still working on the specifics but I'm stumbling on the email settings. I'm just about ready to go into production, but confused about the email settings. Specifics: OTRS 2.4.5 Installed FAQ package Installed Time package Using SMTP settings. Using POP3 postmaster mail account setting to pull our old help.desk@XXX.com emails into the system. I have 3 users (helpdesk technicians) with their own email addresses. They get notifications of tickets as expected. If someone sends a problem to the help.desk@XXX.com email account, the OTRS fetches it, pulls it in... we respond.... The email goes out, with the technicians email account... but now, when the person who originated the issue responds, it goes to the technicians email account... which is not fetched. Other than using the postmaster mail account, is there any way to get external emails into the OTRS? Am I making sense at all? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Mission: To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products. Vision: To be the leading procurement organization in promotional products and gift novelties worldwide. Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.
chillout, there are plenty of people who has configured OTRS with external e-mails, they're willing to help but if you pissed off, they won't ;) please send us your logs so we can understand what's going on greetings, Leonardo Certuche On Tue, Oct 27, 2009 at 3:18 PM, Jason Dupuy < it.manager@globalproductsinc.com> wrote:
I’m getting soo pissed off…
Is there anyone who can help me out.
The basic question is how can I get external emails into OTRS??????
Anyone?
Jason Dupuy
IT Manager
*Global Products Inc.*
*Earth City, MO 63045*
*636-939-1622 Phone*
*636-939-1623 Fax*
*Confidentiality note:* This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Jason Dupuy *Sent:* Tuesday, October 27, 2009 1:40 PM *To:* otrs@otrs.org *Subject:* [otrs] New to OTRS
Still working on the specifics but I’m stumbling on the email settings. I’m just about ready to go into production, but confused about the email settings.
Specifics:
OTRS 2.4.5
Installed FAQ package
Installed Time package
Using SMTP settings.
Using POP3 postmaster mail account setting to pull our old help.desk@XXX.com emails into the system.
I have 3 users (helpdesk technicians) with their own email addresses.
They get notifications of tickets as expected.
If someone sends a problem to the help.desk@XXX.com email account, the OTRS fetches it, pulls it in… we respond…. The email goes out, with the technicians email account… but now, when the person who originated the issue responds, it goes to the technicians email account… which is not fetched.
Other than using the postmaster mail account, is there any way to get external emails into the OTRS?
Am I making sense at all?
Jason Dupuy
IT Manager
*Global Products Inc.*
*Earth City, MO 63045*
*636-939-1622 Phone*
*636-939-1623 Fax*
*Mission:* To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products.
*Vision:* To be the leading procurement organization in promotional products and gift novelties worldwide.
*Confidentiality note:* This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.
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Leonardo.... I'm just pissed off with myself... certainly not angry with
anyone on these lists...
I just can't believe I can't figure this out myself!!
:>
Jason Dupuy
IT Manager
Global Products Inc.
Earth City, MO 63045
636-939-1622 Phone
636-939-1623 Fax
Confidentiality note: This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Leonardo Certuche
Sent: Tuesday, October 27, 2009 3:57 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] New to OTRS
chillout, there are plenty of people who has configured OTRS with
external e-mails, they're willing to help but if you pissed off, they
won't ;)
please send us your logs so we can understand what's going on
greetings,
Leonardo Certuche
On Tue, Oct 27, 2009 at 3:18 PM, Jason Dupuy
Most of the thing's I've done with OTRS have been with the help of someone else, not strictly by myself. Please go to /otrs/index.pl?Action=AdminLog and paste the log entries related to this issue here, that way we can better help you ;) Leonardo Certuche On Tue, Oct 27, 2009 at 3:59 PM, Jason Dupuy < it.manager@globalproductsinc.com> wrote:
Leonardo…. I’m just pissed off with myself… certainly not angry with anyone on these lists…
I just can’t believe I can’t figure this out myself!!
:>
Jason Dupuy
IT Manager
*Global Products Inc.*
*Earth City, MO 63045*
*636-939-1622 Phone*
*636-939-1623 Fax*
*Confidentiality note:* This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Leonardo Certuche *Sent:* Tuesday, October 27, 2009 3:57 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] New to OTRS
chillout, there are plenty of people who has configured OTRS with external e-mails, they're willing to help but if you pissed off, they won't ;)
please send us your logs so we can understand what's going on
greetings,
Leonardo Certuche
On Tue, Oct 27, 2009 at 3:18 PM, Jason Dupuy < it.manager@globalproductsinc.com> wrote:
I’m getting soo pissed off…
Is there anyone who can help me out.
The basic question is how can I get external emails into OTRS??????
Anyone?
Jason Dupuy
IT Manager
*Global Products Inc.*
*Earth City, MO 63045*
*636-939-1622 Phone*
*636-939-1623 Fax*
*Confidentiality note:* This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Jason Dupuy *Sent:* Tuesday, October 27, 2009 1:40 PM *To:* otrs@otrs.org *Subject:* [otrs] New to OTRS
Still working on the specifics but I’m stumbling on the email settings. I’m just about ready to go into production, but confused about the email settings.
Specifics:
OTRS 2.4.5
Installed FAQ package
Installed Time package
Using SMTP settings.
Using POP3 postmaster mail account setting to pull our old help.desk@XXX.com emails into the system.
I have 3 users (helpdesk technicians) with their own email addresses.
They get notifications of tickets as expected.
If someone sends a problem to the help.desk@XXX.com email account, the OTRS fetches it, pulls it in… we respond…. The email goes out, with the technicians email account… but now, when the person who originated the issue responds, it goes to the technicians email account… which is not fetched.
Other than using the postmaster mail account, is there any way to get external emails into the OTRS?
Am I making sense at all?
Jason Dupuy
IT Manager
*Global Products Inc.*
*Earth City, MO 63045*
*636-939-1622 Phone*
*636-939-1623 Fax*
*Mission:* To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products.
*Vision:* To be the leading procurement organization in promotional products and gift novelties worldwide.
*Confidentiality note:* This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.
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On Tue, 27 Oct 2009, Jason Dupuy wrote:
Still working on the specifics but I'm stumbling on the email settings. I'm just about ready to go into production, but confused about the email settings.
Why are you sending out emails with the technicians email address? If people email help.desk@xxx.com, you should reply from help.desk@xxx.com. As long as the client replies with the ticket number in tact (which they mostly do), you can have the ticket locked to the technician who last responded. The technician should NOT reply to the client from their own email client, if you want OTRS involved in everything. The reason: the replies are sent directly to the customer from the email client, and not stored in OTRS, thus minimizing the value of OTRS: keeping a record of all communication with the customer. Process flow: 1. Customer emails help.desk@xxx.com 2. OTRS pulls it in 3. Technicians LOG INTO OTRS ON THE WEB after getting email notifications to their individual accounts 4. If the ticket is locked to them or is a reply, it will be in the "Requiring Response" section of the Dashboard. If not, it will be in the "new ticket" section 5. They click on it, read it, then compose (click empty message by default) IN OTRS a reply. This reply will go out as "From: help.desk@xxx.com" 6. Customer replies go to help.desk@xxx.com 7. OTRS will store a copy, as well as lock the ticket (by default 3 days I think) to the responder. If the customer responds in that time, the ticket is locked to that tech. If after 3 days, any tech can pick up the ticket and respond, as well as see the entire history of that ticket, regardless of who responded.
Am I making sense at all?
No. :-) --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ --------------------------------------------------------------------------- --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Hey Peter, Thanks for the tips. I actually got it to work exactly like the process flow you described below. I was getting hung up on the notifications sent to the technician's email. I wanted all notifications assigned to the technicians to go to their Outlook email accounts so they wouldn't have to stay logged in to OTRS all the time. ...and I have it set that all replies go out from the help.desk email account, and all replies get sent to the help.desk account. I had some help from some members in the OTRS list... Thank you all! -Jason -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter Beckman Sent: Tuesday, October 27, 2009 8:41 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] New to OTRS On Tue, 27 Oct 2009, Jason Dupuy wrote:
Still working on the specifics but I'm stumbling on the email settings. I'm just about ready to go into production, but confused about the email settings.
Why are you sending out emails with the technicians email address? If people email help.desk@xxx.com, you should reply from help.desk@xxx.com. As long as the client replies with the ticket number in tact (which they mostly do), you can have the ticket locked to the technician who last responded. The technician should NOT reply to the client from their own email client, if you want OTRS involved in everything. The reason: the replies are sent directly to the customer from the email client, and not stored in OTRS, thus minimizing the value of OTRS: keeping a record of all communication with the customer. Process flow: 1. Customer emails help.desk@xxx.com 2. OTRS pulls it in 3. Technicians LOG INTO OTRS ON THE WEB after getting email notifications to their individual accounts 4. If the ticket is locked to them or is a reply, it will be in the "Requiring Response" section of the Dashboard. If not, it will be in the "new ticket" section 5. They click on it, read it, then compose (click empty message by default) IN OTRS a reply. This reply will go out as "From: help.desk@xxx.com" 6. Customer replies go to help.desk@xxx.com 7. OTRS will store a copy, as well as lock the ticket (by default 3 days I think) to the responder. If the customer responds in that time, the ticket is locked to that tech. If after 3 days, any tech can pick up the ticket and respond, as well as see the entire history of that ticket, regardless of who responded.
Am I making sense at all?
No. :-) ------------------------------------------------------------------------ --- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ ------------------------------------------------------------------------ ---
On Tue, 27 Oct 2009, Jason Dupuy wrote:
Hey Peter,
Thanks for the tips. I actually got it to work exactly like the process flow you described below. I was getting hung up on the notifications sent to the technician's email. I wanted all notifications assigned to the technicians to go to their Outlook email accounts so they wouldn't have to stay logged in to OTRS all the time.
...and I have it set that all replies go out from the help.desk email account, and all replies get sent to the help.desk account.
I had some help from some members in the OTRS list... Thank you all!
I suspect there _IS_ a way for tech's to reply via email, but it is a lot more involved than a simple install of OTRS. While others may have done so, I'm not sure how to do it, and if you are OK pushing techies to log into OTRS, I think that is the simplest and best way to go. --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------
We use a Outlook templates for some help-desk emails. Is there a way to make different templates for the front-end users? Something like a pull-down, to select a certain ticket/template? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter Beckman Sent: Tuesday, October 27, 2009 8:41 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] New to OTRS On Tue, 27 Oct 2009, Jason Dupuy wrote:
Still working on the specifics but I'm stumbling on the email settings. I'm just about ready to go into production, but confused about the email settings.
Why are you sending out emails with the technicians email address? If people email help.desk@xxx.com, you should reply from help.desk@xxx.com. As long as the client replies with the ticket number in tact (which they mostly do), you can have the ticket locked to the technician who last responded. The technician should NOT reply to the client from their own email client, if you want OTRS involved in everything. The reason: the replies are sent directly to the customer from the email client, and not stored in OTRS, thus minimizing the value of OTRS: keeping a record of all communication with the customer. Process flow: 1. Customer emails help.desk@xxx.com 2. OTRS pulls it in 3. Technicians LOG INTO OTRS ON THE WEB after getting email notifications to their individual accounts 4. If the ticket is locked to them or is a reply, it will be in the "Requiring Response" section of the Dashboard. If not, it will be in the "new ticket" section 5. They click on it, read it, then compose (click empty message by default) IN OTRS a reply. This reply will go out as "From: help.desk@xxx.com" 6. Customer replies go to help.desk@xxx.com 7. OTRS will store a copy, as well as lock the ticket (by default 3 days I think) to the responder. If the customer responds in that time, the ticket is locked to that tech. If after 3 days, any tech can pick up the ticket and respond, as well as see the entire history of that ticket, regardless of who responded.
Am I making sense at all?
No. :-) --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------
participants (3)
-
Jason Dupuy -
Leonardo Certuche -
Peter Beckman