Feedback on my tiny setup

[matze2ooo]

Hello guys

I have just set up my first instance of OTRS help desk on a Windows Server 2008 machine and love it so far. I am planing to use OTRS for a small group of 5 people doing customer support. What follows are very likely some noobish questions, which I couldn't find answers for in the documentation.

- Is there a need to create another queue for this small setup beyond the default one called "RAW"? So far all agents do have "RW" permissions on the group "users". I do not see a need to use roles.

- Is there a way to auto-dispatch new tickets to everyone? Currently all new tickets are owned by root@localhost, which then would have to assign them to the agents. Is there a way, people can pick the new tickets from a "pool"?

- Is there an event that can be triggered when a customer sends a follow up? I saw there are auto reply messages. But I would like to inform the agent vial mail, that a customer sent an follow up. And not the customer itself.

Thanks for your valuable feedback
Matthias

[crythias]

Is there a need to create another queue for this small setup beyond the default one called "RAW"?

Probably not. Queues are intended to be groups of agents who are able to answer the ticket's question. (eg, Hardware, Software, Plumbing, Maintenance).

Is there a way to auto-dispatch new tickets to everyone? Currently all new tickets are owned by root@localhost, which then would have to assign them to the agents. Is there a way, people can pick the new tickets from a "pool"?

That's the default case. Agents will receive notifications of tickets based upon their preferences notificatons yes and queue highlighted in their "My Queues." The ticket belongs to the first person who clicks lock or replies to the customer via the reply menu.

Is there an event that can be triggered when a customer sends a follow up? I saw there are auto reply messages. But I would like to inform the agent vial mail, that a customer sent an follow up. And not the customer itself.

Again, this is the case where above notification settings are set OR the locked ticket owner's settings.

[matze2ooo]

Thanks for your quick reply. Now things get clearer...

One more question. Somehow I am not able to send mails outside of the company. I guess I forgot to set SMTP authentication during setup. Is there a way I can configure this afterwards? There is no such configuration item in the admin section. This is the error message I receive:

Code: Select all

Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Sun Dec 2 01:20:12 2012 Message: Impossible to send message to: someone@mail.com, . Traceback (1320): Module: Kernel::System::Ticket::Article::ArticleSend (v1.311.2.2) Line: 2176 Module: Kernel::Modules::AgentTicketCompose::Run (v1.164.2.1) Line: 738 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

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Thanks
Matthias

[reneeb]

You can configure it in the SysConfig. Go to SysConfig in admin area. Then select the group "Framework" and the subgroup Core::Sendmail...