[SOLVED] Configuring email notifications

[niksupport]

Hello-

I have set up OTRS 3.0.5 on Ubuntu 10.10 box with MySQL 5.1.49 and have AD integration. Our email is through MS Exchange. I am testing the system prior to going into production.

Tickets do not go to the email we have set up in the Admin settings (support@company.com). They go to the queue but do not go through exchange to our company emails and so we do not receive notification that there is a ticket in the queue. Does OTRS not provide this feature? Would we need to monitor the OTRS queue constantly? Or, as is more likely, am I missing a config somewhere?

In addition, when replying to tickets in the queue, the popup box for the reply loads quite slowly, 30-60 seconds and then will generate an error message stating the email address is not valid, when in fact it is. It populates the field from AD.

I have changed all the values in the SysConfig::Framework::Core::Sendmail page to reflect the SMTP settings. I have also disabled the root@otrs email.

Basically, I would like to know how to set up OTRS so it sends any new ticket it receives, to our external company emails. Is that possible?

Any help is appreciated.

Michael

[MichaelR]

Each agent has a 'New Ticket Notification' that you can enable, just make sure 'My Queues' is filled out.

[niksupport]

Thank you.

I was hoping there would be a universal way to do it, so agents would not have to join specific queues but this will work.

[andersonserra]

Hi Crystias,

I'm a problem in auto-responses of system OTRS, I working with Otrs 3.0.6, postgresql, ubuntu server 10.04, server IMAPS email, I looked at the auto replies are not sent. I am sending emails through the system normally, for example, opening tickets via email the system runs the process. I looked also in the framework> Core:: Sendmail, I enabled some tips from previous posts, but I looked there is no option for IMAPS in Modules Core::Sendmail. in this case, the system has support for sending notifications via auto responses IMAPS??

Att,

Anderson Serra - SLZ-MA - BRAZIL

[crythias]

andersonserra: IMAPS is for storing mail, not for sending it.