Help new to OTRS

[cy246]

Hi,

I am having trouble figuring out how to do the following:

How do I redirect certain e-mail to specific agents? - I tried to play around with the filters, but could not manage to find a solution to my question.

Thanks in advance!

[WilcoGG]

Could you expand on the issue a bit more?
Are you talking about email notifications driven by OTRS to agents on certain events or?

[cy246]

Thanks for the reply,

For example I have e-mails for certain bug reports so right now I have one e-mail account set up to fetch e-mails in OTRS support@example.com. For that e-mail address i have other addresses sending e-mails to support@example.com. so for example when tickets get generated it will look like this:

Agent A is responsible for all e-mails coming from bugs@example.com
Agent B is responsible for all e-mails coming from systemerror@example.com
and etc..

SO my question is how would i filter incoming tickets from certain e-mails to certain agents?

[jojo]

You'll need Quueues for this, like having a support and a bug queue

[cy246]

Ok thanks! So how would I configure the agents, I basically just need to know how to link everything together.

[crythias]

It works like this:
a customer submits a ticket to a queue. Agents who are in the queue (by way of group membership) and have the preferences set to receive notification will be notified that a new ticket exists.

The first one to reply to and/or lock the ticket "owns" the ticket and is the contact person for the ticket until someone else takes ownership of it or the ticket is closed.

[cy246]

Crythis thank you for the reply,

So I managed to get e-mails going to specific ques, and I added agents to specific groups..... but my question is now how do i link the groups to the ques?

thanks in advance.

[crythias]

groups are given to queues in the admin panel

[cy246]

I'm not quite sure what you mean, when i go to create a group in the admin panel it does not give me a option to link it to ques, just gives me a option to set permission for certain agents.

[crythias]

Start with queues, not groups. Where you define queues is where you assign groups to the queues.

[cy246]

crythias, thanks a lot for the help, when I first created the ques i did not notice the drop down menu to specify which group.

thanks again!

[cy246]

HI,

I have encountered another issue, I've set up Agents, Ques, and filters and everything is working well..... but my question right now at the moment is how are the created agents suppose to access OTRS on a different computer? Sorry if this is a fairly obvious question, but I am entry level!

Thanks in advance!

[WilcoGG]

A bit confused by your question... they can log on as they do normally via any machine on your network.
Do you mean access by computers not on the network?

[cy246]

Hi thanks for the reply, i meant to say was do i have to be connected to a domain? So that when the other computer types the http://localhost..etc it will access the agent front page?

[crythias]

No, they'd not connect to localhost. They'd connect to the machine name that hosts OTRS.

If the computer is "otrs-pc", another user should connect to http://otrs-pc/otrs/index.pl

If it won't work, it's a DNS or firewall issue.

[cy246]

Thank you for your reply. I still cannot connect to the admin interface logon. The name of my computer is sysotrs and I am logging in with http://sysotrs/otrs/index.pl. Windows firewall is turned off and I am pretty sure DNS is working correctly as I can connect to different websites. I am also connected to the same domain.

[crythias]

From the "other" PC, if they can ping the computer named sysotrs, then it's not a DNS issue. If not that, then the IP address of sysotrs would likely work.

[cy246]

I can ping sysotrs and ip.. i'm not too sure what the issue is.

[crythias]

on the server, you'll also want to
netstat -an | find ":80 "
If it's only on 127.0.0.1, it won't work, so apache isn't listening on 0.0.0.0 or your IP address.
Otherwise, it's some firewall issue on the box, but since you said you turned it off, ...