I had a similar problem, I've checked cronjobs, and I think all is OK, but messages are not automatically polled from the configured mail box, but manually it works perfect by pressing on "Run Now!" from PostMaster Mail Account management
/opt/otrs/var/cron# crontab -l -u otrs shows: # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null What else I must check? Thanks Alfredo On Mon, Sep 28, 2009 at 11:13 AM, Michiel Beijen <[email protected]> wrote: > > 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/ > > > --------------------------------------------------------------------- > 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/ --------------------------------------------------------------------- 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/
