can otrs create ticket by itself for every incoming mail

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keerthi
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can otrs create ticket by itself for every incoming mail

Post by keerthi » 24 Feb 2015, 12:23

Hi,


How to create a new ticket automatically based on mail arrival in otrs, pls reply me as soon as possible.

Thanks..
Last edited by keerthi on 24 Feb 2015, 14:03, edited 1 time in total.

schulmann
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Re: auto creation of new ticket based on mail

Post by schulmann » 24 Feb 2015, 12:43

It depends on your system (which OTRS version and which operating system) and how you installed it (from sources or from rpm) and your mail connection (POP, IMAP, smtp server with procmail).

You can start with http://otrs.github.io/doc/manual/admin/ ... ation.html
OTRS5/SLES/openSUSE/ESXi/VirtualBox

keerthi
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can otrs create tickets by itself for every incoming mail

Post by keerthi » 24 Feb 2015, 13:26

operating system--window7
OTRS version--3.3.5
mail connection:IMAP.
can you pls provide me now the process of creating tickets automatically from incoming mails.


Thank you.

schulmann
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Re: can otrs create ticket by itself for every incoming mail

Post by schulmann » 24 Feb 2015, 14:16

Sorry, but with OTRS on Windows I have no experience and therefore I can't help you.

If you are installing OTRS for the first time I recommend to use OTRS version 4 on Linux or the appliance or a managed system.
In http://otrs.github.io/doc/manual/admin/ ... -receiving receiving mail is explained in detail.
OTRS5/SLES/openSUSE/ESXi/VirtualBox

crythias
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Re: can otrs create ticket by itself for every incoming mail

Post by crythias » 24 Feb 2015, 14:18

This is how it works.
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keerthi
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Re: can otrs create ticket by itself for every incoming mail

Post by keerthi » 24 Feb 2015, 14:30

how it will work, can you pls provide me the steps...

crythias
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Re: can otrs create ticket by itself for every incoming mail

Post by crythias » 24 Feb 2015, 16:11

The steps are in the documentation. At what part of it are you stuck?
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Re: can otrs create ticket by itself for every incoming mail

Post by netjess » 24 Feb 2015, 22:01

keerthi wrote:how it will work, can you pls provide me the steps...
https://otrs.github.io/doc/manual/admin ... laddresses

Follow the information in the above URL. As long as the machine hosting OTRS is able to connect to the mail server that the mailbox is on it will pull messages and create tickets.
Powered by OTRS 6
Active Directory LDAP Integration.
Ubuntu 18 LTS, Apache2, PostgreSQL.

keerthi
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Re: can otrs create ticket by itself for every incoming mail

Post by keerthi » 25 Feb 2015, 06:17

Thnak you..

keerthi
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New ticket notification

Post by keerthi » 25 Feb 2015, 07:40

Hi,

For new ticket notification i did like this


EmailSettings-->New Ticket Notification--yes.

For Each and every user i need to do this????
There is any why to change the status of New Ticket Notification to 'yes' for all the agents at a time.

Thank You..

schulmann
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Re: New ticket notification

Post by schulmann » 25 Feb 2015, 08:30

keerthi wrote:For new ticket notification i did like this


EmailSettings-->New Ticket Notification--yes.

For Each and every user i need to do this????
You should not do this but tell your agents how to do it.

By the way: A person who works on tickets is an agent not a user.
OTRS5/SLES/openSUSE/ESXi/VirtualBox

keerthi
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Re: can otrs create ticket by itself for every incoming mail

Post by keerthi » 25 Feb 2015, 08:37

I found solution just now,no need to tell all users....

There is away to to change the status of New Ticket Notification to 'yes' for all the agents at a time

frontend::agent::preferences::newticketNotify
here change the data selected to "1" .

keerthi
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otrs-dashboard open tickets

Post by keerthi » 25 Feb 2015, 13:19

Hi,

How can i disable the "all tickets" view in "open tickets" section of the dashboard..
only admin can able to see "all tickets",remaining people can only able to see the tickets in their queues.


Thank u.

crythias
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Re: can otrs create ticket by itself for every incoming mail

Post by crythias » 25 Feb 2015, 16:14

schulmann wrote:By the way: A person who works on tickets is an agent not a user.
Be careful. User and Agent are sometimes used interchangeably on this forum. Customer is the designation for the other side.

Nonetheless, yes, probably a good idea to indicate "Agent" or "Customer".
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