John D. Morris wrote:

Hi all.

I’m fairly new to OTRS, and am having a bit of a time getting emails to work. I have one queue (IT) with 4 subqueues (one for each tech). I would like to have an automated email dispatched to each tech whenever a ticket is entered into their subqueue. I do not want the customers to be receiving emails, however, as we use OTRS strictly for internal tracking.

Well , first of all you probably need to setup the SMTP relay , edit your Config.pm and add the following : $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway'; $Self->{'SendmailModule::AuthUser'} = 'user@yourdomain.com'; $Self->{'SendmailModule::AuthPassword'} = ''; You can then through the Admin interface setup each tech user and make sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then in the "Preferences" setup his/her 'My Queues' to be notified on.

OTRS is installed on a workstation that is a domain member. Our email server is MS Exchange 2000. Can anyone give me a hand?

I assume this is your SMTP server as well , in that case see above , otherwise just use whatever SMTP gateway you use as 'Host'.Also just a note , if your Exchange server handles both POP3/IMAP , OTRS default setup is POP3 so all mails will be pulled from the server.What I did (and hopefully I won't get scorned for this :p) is to setup a 2nd account for OTRS (let's say main account is tech1@yourdomain.com , then create a 2nd for POP3 otrstech1@yourdomain.com and just fwd anything from tech1 to otrstech1).I know this sounds like a lot of work , but my paranoia creeped in and I decided to do it that way. HTH Daniel

Thanks in Advance,

John M.

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