Hi Steve, I'm glad you like the software!
1. It looks like you've not set up the cron jobs yet. By default, any configured mailboxes should be polled every 10 minutes. [ http://doc.otrs.org/2.4/en/html/x531.html#cronjobs] 2. If people send mail in, and you want them to receive an acknowledgement: go to Admin > Auto Responses and create a response of type "Auto Reply". Then, tie that to your Queue under Auto Responses <> Queues. 3. To implement this, just put in a regular escalation (either queue based, or SLA based, which would be a little bit more complex). Now, define a queue and subscribe the 'manager' people to that. Create a GenericAgent job via Admin > GenericAgent that pushes tickets to this new 'escalated' queue if the ticket SLA time has passed. HTH, Michiel On Mon, Sep 28, 2009 at 4:46 PM, Steve Anness <[email protected]>wrote: > 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 > --------------------------------------------------------------------- > 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/ >
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