OTRS::Email Management::Troubl …

OTRS::Email Management::Trouble Ticket System

OTRS is an Open source Ticket Request System with many features to manage customer telephone calls and e-mails. The system is built to allow your support, sales, pre-sales, billing, internal IT, helpdesk, etc. department to react quickly to inbound inquiries. Do you receive many e-mails and want to answer them with a team of agents? You’re going to love the OTRS!

We’ve been running OTRS for the past week. It’s excellent. Many of the email addresses on our website now feed directly into OTRS. Almost everyone here has embraced it and the migration has been fairly painless.
Installing it was mostly painless, except for the usual problems with downloading Perl modules (when CPAN isn’t configured and I CBA configuring it!), and minor configuration problems.
Integrating Spamassassin with it was harder. Here’s the procmail recipes I added to /opt/otrs/.procmailrc

| /usr/bin/spamassassin -P -a
* ^X-Spam-Status: Yes.*
! myusername@mydomain.com

Now all spam going into OTRS gets sent to my email account. Occasionally a non-spam email is marked incorrectly and if so I’ll just bounce or forward it back into OTRS. (It hasn’t happened yet, Spam Assassin is good!)
This is much easier than creating an incoming_spam queue and checking each mail inside otrs. Most mail clients make it easier to delete lots of mails quickly. OTRS doesn’t unfortunately.
There’s a demo of OTRS on their website so take a look at that. It’s well worth it!

2 thoughts on “OTRS::Email Management::Troubl …

  1. I’ve been using OTRS at work as a ticket managment system for my roughly 70 users and it’s great. I get all those little things done that I would otherwise forget. I loose paper all the time and I travel between sites, so it’s great to have.

  2. Just checking on OTRS. What are you running OTRS on? I’m redoing my server from the ground up and will be using either Ubuntu or Debian. Not sure yet but I am sure that I need a stable OS as well as app support as most of my consulting business will be on a shoe string budget and really won’thave to much time to maintain a system after it’s deployed other the the usual care and feeding. Let me know what you recommend when you get a chance.

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