Need some help

[arjantent]

Hello people,

Im quite new to OTRS and i could use some simple help, I hope you guys can help me.

There are notifications for that there has been a new ticket, but i aint receiving one when im testing it out. At user settings i allowed to send me notifications?
What have i done wrong that i wont receive any notifications?

And whats the deal with the owner of the ticket? Thats the man who has to handle the ticket right? Shouldnt it be random or something? I only get them while there more users in that group/waitentry

And when i reply on a ticket, the email adress isnt filled in. Why not?

Well, hope you guys have some answers for me.

Thanks in advance,

Arjan

[crythias]

There are notifications for that there has been a new ticket, but i aint receiving one when im testing it out. At user settings i allowed to send me notifications?

User Preferences, notifications yes and queues highlighted in "My Queues"

And whats the deal with the owner of the ticket? Thats the man who has to handle the ticket right? Shouldnt it be random or something? I only get them while there more users in that group/waitentry

The owner of a new ticket is generally "root@localhost" -- a placeholder, if you will, until an Agent grabs the ticket or a Dispatch human assigns a ticket.There's no practical way to randomly assign tickets and achieve load balancing.

And when i reply on a ticket, the email adress isnt filled in. Why not?

Because it's known who you're replying to: the customer of the ticket.

read my Need Help? post.

[arjantent]

Yes, but what im looking for that it will send an email to all users of that group that there is a new ticket. is that possible?

And of the missing email adres thing, i think im doing it wrong then. How do you answer a ticket? because i have to insert an email.

Greets and thanks

[crythias]

Yes, but what im looking for that it will send an email to all users of that group that there is a new ticket. is that possible?

User Preferences, notifications yes and queues highlighted in "My Queues"

d of the missing email adres thing, i think im doing it wrong then. How do you answer a ticket? because i have to insert an email.

From the web interface, use the reply drop down.