Email config with OTRS
Hi everyone I've just installed OTRS here (here = SANBI, a small academic institute in South Africa) to help with our support tracking needs (we've got about 50 staff / students and half a dozen servers, managed by two sysadmins). One of our main requirements is email based access - i.e. someone emails to "support@sanbi" and they get a response with a ticket number, which they can use to follow up on the problem. As admins we can review the tickets on the web interface, respond from there, and if we "own" a ticket, be notified of any follow-up emails from the users. I'm trying to get this working with OTRS, but I'm not sure if I'm changing the right buttons. I got the queue we use configured so that it emails on status change, I have the sysadmin users set with similar config, but "follow up" emails are still not consistently being forwarded to those working on tickets. Can someone point me to where I need to configure / change in order to achieve the result I specified above? Thanks, Peter
I recall that I neglected to set the preferences correctly for the user. There are several selections there which enable/disable the notifications for various queues and other conditions. All of your selections must be highlighted (use crtl+<click>)! (Don't forget the 'My Queues" selections.) Although I assume there is a default setting available somewhere, we only have a handful of admins who are all capable to handle their preferences, so setting (hard) defaults wasn't a concern. This assumes a v2.1.7 or similar setup, which is where my experince is based. Don't know if the 2.2.x series is the same or not? LQ
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter van Heusden Sent: Friday, May 25, 2007 9:27 AM To: otrs@otrs.org Subject: [otrs] Email config with OTRS
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I'm trying to get this working with OTRS, but I'm not sure if I'm changing the right buttons. I got the queue we use configured so that it emails on status change, I have the sysadmin users set with similar config, but "follow up" emails are still not consistently being forwarded to those working on tickets. Can someone point me to where I need to configure / change in order to achieve the result I specified above?
Thanks, Peter
participants (2)
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LQ Marshall -
Peter van Heusden