[SOLVED] Notification Email when new ticket

[MusicMaikel]

Hi everybody,

For a volunteer I am working on an OTRS system with somebody else. It's gonna be for a company where I volunteer at.

We are wondering if it is possible to give the agents a email notification when a new ticket is arrived and when a ticket is almost at it's escelated time.
If so, can you please make it really clear where we need to click on and what we need to do in that specific window, because we already have searched for a few days now. We have a automatic task set up, but that doesn't send emails. We also get the following error in our logs:

Can't send message: 550Start mail input; end with <CRLF>.<CRLF>

I hope you guys can help us with this problem.

[wheelshot]

Hi,

We are wondering if it is possible to give the agents a email notification when a new ticket is arrived

It is possible. How OTRS works is that the agents needs to subscribe to the queues they want to monitor. Each agent then got to go in the gear shaped icon on the top of the screen and select his the queues in "My queues". In the middle column of the same screen, the agent will then be able to manage his email notifications including new tickets.

and when a ticket is almost at it's escelated time.

For that its either in the queue definition or with the SLA definition. For your case, I'd go with the queue settings. You can setup those notifications with the escalation parameters.

Can't send message: 550Start mail input; end with <CRLF>.<CRLF>

Either your automatic task is messed up or your smtp server configuration is bad.

[skullz]

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