Import Settings/Mail issues (gmail)

[Protheus]

I am trying out OTRS and deciding if I want to continue using it for our support desk. SO i have it installed on a laptop so I can play with it.

I have setup certain dynamic fields, agents, states, types, etc etc. Now I wanted to export all settings from the setup to a new laptop. SO I used the export option in syslog - and import on the new laptop but not sure what it did but I do not have all the dynamic fields, agents etc etc back ?

I also setup an email account (imap), created a folder and linked that to OTRS - now what happens is that it retrieved the mails but for some weird reason it deleted all mails in that folder ? It also creates a ticket for each mail in that folder - so each reply will have it own ticket. That is not handy

[crythias]

viewtopic.php?f=62&t=4694

Your agents, fields, etc, are part of the database (unless the agents are from, for instance, Active Directory), so if you want them, you should export the database and import it to the destination. This will also bring over any temp tickets you have created. You can run a Generic Agent before export (old system) or after import (destination) to delete the tickets.

I'm assuming you only exported the sysconfig settings.

[Protheus]

Yes I did - thank you for that. The software looks good.

When emails get in inbox, OTRS created the ticket and removes the mail. Now if the agent sends out a reply from his mailbox and the customer send an answer back the system again grabs the mail and generates a new ticket.

Is it that you have to answer the ticket within OTRS so that when the customer answers the question send by the agent it will append it to the already open ticket and not create a new ticket again

[crythias]

viewtopic.php?f=60&t=11247

[Protheus]

thank you for your swift response - certain feature I like and others I do not like about the app. Will take some time before I decide.

But thank you for the help in answering my questions