Installation on Windows server 2008, cant get things work!

[sirlindqvist]

Hi,

I'm total new to this system.

I've been installing this ticket system on a Windows server 2008R2 with standard options like bundled MySQL, IIS etc. Installed ActivePerl with all required packages.

When logged in to the dashboard first time i created an agent to use (myself) and then setup the system with email adress and so on.

I cant get the system to fetch emails automaticly. When i go to settings for email and do a manual search for emails i get them into the system. Also, when sending a case to the email to be used by the ticketsystem the send dont get any confirmmail that a new ticket has been created, and me as an agent doesnt get a mail that theres a new ticket in the system (i choosed these options when creating me as an agent).

I does work to reply on a ticket and the sender get this reply. Also, the dashboard tells me that the schedluer is not runing and when clicking on this and press the start button nothing happens!

Maybe i havent understand how this system is supposed to work, but my thoughts where:

1. Our employes have an issue woth their computers, phones etc and send the error via mail to an email adress i've choosed to use (this mail is configed in the OTRS system)
2. The sender gets a verification mail from OTRS that theres a new ticket created in the system.
3. Me as an agent, with my own company mail, get an email in my Outlook that theres a new ticket in the OTRS system. I log into the dashboard and can either move the ticket to any other category or keep the default ones (this can be setup later with diffrent categories). Here i can answear, do research for the problem and so on. If i just reply i'll be working on it keep the ticket open the sender will get this answear. As long as i do something with the ticket (priotity, diffrent category, open/close the sender gets an email with updates status.
4. The system will be my database to keep track of all errors reported by users and its easy to get back to an old error and see what we did to solve it and all communication within the case

True?

Can i get some help to get this work..?

[xantippe]

Greetings from Croatia!

For automatic fetching of mails you need to run otrs.Cron4Win32.pl, that script "should" populate your
crontab.txt with correct paths in yours otrs install directory/CRONw. otrs.PostMasterMailbox.pl should
appear in crontab.txt. If you want to adjust frequency of fetching mails, do it there (otrs.PostMasterMailbox.pl -
default is 10 min).
For notification part of the story, you should create a notification in Notifications (event) so the system can
alert you when the mail arrive...
Something like
Event = Ticket create
Ticket filter = New and open, Queue = your queue for incoming mails which you defined in postmaster
Recipient agents = Your agents
Message = your message

I hope that helps,
best regards

[sirlindqvist]

Really great!

The cron is working, no diffcult to setup.. the system now fetch mails every 5 mins.

But i cant figure out where in the dashboard to set notifications to be sent to agents via mail. Any help?!

[xantippe]

Firstly, your user profile must belong to admin group.
Then in admin panel in Ticket Settings group you go to Notifications (Event) and there create the event like i wrote in the post before...

[sirlindqvist]

Think i got it.... testing now.

Which parameter to create an event for sender to get a recipt that the ticte has arrived here? And also a recipt when a ticet is closed? No need for others i guess as a reply to a ticet will arrive at the sender...

[sirlindqvist]

Figured it out

Can i have a diffrent adress for this autogenerated message? donotreply@blalala.se so the real adress wont show?

[xantippe]

If you change email adress, customer wouldn't be able to respond to your email of closure if something isn't right and
otrs will not reopen a case for you...

[sirlindqvist]

OK!

Cant find the correct parameter (tried many now!) to send an auto-generated mail when the case is closed!

[xantippe]

Try with,
Events: Event: TicketStateUpdate
TicketFilter: State: Closed, Queue: your queue
Recipient: Recipient Groups: Customer
Notification: Your message

[sirlindqvist]

Yepp work!

Only thing notworking is that i as an agent dont get any email about theres a new ticket created in the system!

[crythias]

Please! Stop! Shouting!

Use a period to end sentences. Nothing is that urgent.

that i as an agent dont get any email about theres a new ticket created in the system!

Agent preferences notifications Yes. Queues highlighted in my queues.