Questions about queues/projects

[Eclat2k]

Hi, I'm a newbie in OTRS.

I am the manager in a IT Company. We use Eventum to register the ticket of our customers, but it's very poor graphics.

I am testing OTRS and It seems very complete and customizable. I'd like to know if is possible work with OTRS like we work with Eventum.

In Eventum we have one project for each customer that we manage. In each project we define the emails of the users in this client. For example, Customer1 in Proyect1. When eventum fetch email from customer1@domain.com, ticket is classified in Proyect1, and Customer1 receive an email with ticket code. Each project has a Project Manager thar receives the ticket notification. When a computer technician visit the customer, navigate to eventum, display all tickets of this customer and work.

If an email it's not associate to any project then goes to General Project.

Is it possible in OTRS?

Thank you very much,
--Eclat

[ferrosti]

Yes, all of this can be configured.

Take a main queue for each customer company and sub queues for their projects. Mail settings and filters will sort mails to their respective queues.
AutoResponses will notify the customer that a new ticket has been opened. The text can be configured and filled with variables.
All tickets of a customer can be shown using a pre defined (stored) search or by configuring OTRS to show all open tickets below the opened one.

[Eclat2k]

Ok, thank you very much for the info. I will continue with the configuration.