OTRS Email ticket

[richmusa1]

Hi,

I am a newbie to OTRS and enjoying it so far, could you help me setup OTRS such that my users can create tickets with their emails?
I tried reading the manual and I could not go very far.

Thanx,
richmusa1

[jojo]

Please read http://doc.otrs.org

If you have a more specific question come back

[richmusa1]

I have been constantly checking the manual, I have even read the whole article about creating tickets another about emails notifications (irrelevant) but i cant configure the OTRS server to create a ticket for a customer when they send an email to the OTRS admin email, or an agent responsible for the customers queue.

[jojo]

http://doc.otrs.org/3.2/en/html/email-s ... html#email

[Wolfgangf]

Probably this helps you to move further
- your users send their to a specific email address which you create on your mailserver, often something like "support@" or "helpdesk@" or similar
- you configure your OTRS to fetch these mails from this account on the mailserver
- how to configure this: see jojos post

[richmusa1]

What am I not getting right? I have been trying this for a while now and I still do not get it, can someone help please.
All that I am doing is trying to create a ticket via email and send the same ticket to an agent.

I have a customer who can only send create a ticket via email. i have tested the mail server its working, the agent account is working, the queue had been created and I linked the agent with the queue but when I sent the email it does not go to the agents queue?

[crythias]

1) Does OTRS get the ticket?
a) not at all
b) only when you press "Fetch Mail"
c) every 10 minutes, per schedule
d) it pulls and goes nowhere (The logs say ...?)

2) If you get the ticket, what queue does it go into? Change it in Postmaster/Email

The "same ticket" will not go to an agent.
Agents get Notifications of tickets if the Agent's individual preferences for notifications are "Yes" and the queue is highlighted in the Agent's Preferences "My Queues".

Agents are required to answer tickets via web interface.