Hi, On Thu, Apr 03, 2003 at 06:59:46AM -0800, J M wrote:

I have only dealt with less sophisticated Help Desk programs. Please forgive me. What I thougt this system would do is that the customer would log in to the customer.pl page and create a new ticket. From here, the system would email the appropriate person. This appropriate person (technical staff) would receive an email saying "Hey, there's a ticket out there for you." I would then go into OTRS and review the ticket, etc.

Is this possible? If so, what do I configure to get it so the ticket created will somehow cause OTRS to email the technical staff that a new ticket has been created? Thank you again.

Yes it is. .-) Check the following settings: ============================= *) You installed OTRS and sending emails from the machine is working *) Login as agent -via index.pl- (not as root@localhost) and check the following *) "Preferences" -=> "Select your custom queues" -->Select your queues where you want to get notifications<-- *) "Preferences" -=> "New ticket notification" -->Set this to Yes<-- *) Login as customer -via customer.pl- (of course you need to create a customer user) * create a new ticket -=> The agent gets a system-notification '[Ticke: 1234] New ticket notification!' That's all. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.