React to a New Ticket
This workflow describes how to react to a new ticket.
Staff may have the OTRS portal open for the duration of their work day, often monitoring for the arrival of new tickets into the system.
Knowing how to react when a new ticket arrives can result in a great outcome for the customer.
New tickets enter the OTRS portal from several sources and knowing how to deal with these tickets is noted below.
An email sent to support@cadpro.co.nz from a Customer
Open the ticket and read it.
Change it's queue, by default a new ticket is in the Misc Queue.
Next, select Miscellaneous > Free Fields to edit title (if necessary) and Type of ticket.
If you choose to own the ticket, change the Next State to Open.
If you want to attend to this ticket later, edit the pending date.
Click Submit.
By Default, the Owner of the ticket is Admin OTRS. To change the owner,
Select People > Owner and from the New Owner field, select the New Owner.
Record the amount of time spent on this task and select Submit.
The new owner will receive an email message informing them that they are the New Owner (unless you assigned yourself as the new owner).
If, when the new ticket arrives in OTRS, the customer is displayed as a simple email address, it means that the customer has not yet been created in OTRS.
An email sent to [staff_members_name]@cadpro.co.nz which is then forwarded by the staff member to support@cadpro.co.nz
Open the ticket and read it.
Assign the queue, free fields, Owner, etc as described for the above scenario.
Notice that the Customer is a staff member.
Select People > Customer and in the Customer User field enter the Customer name, a list will appear to help you choose the customer.
If the customer name is not in the list, it means that the customer has not yet been created in OTRS.