Good morning,
first off let me thank you guys in advance, OTRS is a great system and
so far it has done wonders for this three man IT Department supporting
over 100 users world wide for a non-profit organization. As our
organization grows and our needs become more complex the need for
automation continues to rise. So there are three things I would like
guidance on doing. Any good step-by-step documentation to assist with
these three things (assuming they are possible) would be great.
1) Checking for emails automatically, I can go under the mail setting
and click "run" and it downloads my support emails. I need to
automate this process but can't seem to figure it out.
2) Sending out an auto-response. I can't seem to get it to work to
where when I create a ticket it sends an auto-response email letting
the person who submitted the ticket know that a ticket was created.
3) The Escalation process -- if a ticket is created via email, can I
have it initially send notification to three people and then if there
isn't a response have it send an escalation email to supervisors?
Thank you again for your advice and guidance.
Best Wishes,
Steve Anness
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