Difference between revisions of "Implement Email Ticket System"

OurWork (2) Implement Email Ticket System (Simon Koldyk)

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Description

Implement the OTRS email ticketing software

Why?

To implement a scalable solution for staff and community members to respond to and track help, support, and catch-all emails.

Done When

• The software has been installed
• The software has been configured

• and goes to OTRS.

• This page is no longer needed.
• All staff have been trained
• Review if this works for everyone

Useful Links

>

Discussion

An update on this, most of the user accounts have been created, just a couple of testing things to be done. Like create account and have emails go there as well as where they currently go so that in case there is a problem the emails are still going to people who currently deal with them. I also need to create some tutorials for this, and teach the rest of the people that are going to use it.

The system now receives emails that come from , just need to train people and they have it start working.

• Our VOIP phone system can now generate emails for each voice mail left. The email actually contains the voice mail as a .wav attachment so calls can now be sent to the ticketing system -or- sent to the -or- however is best to process them. John 20:14, 6 September 2007 (PDT)

• How do you want this to work? Is this for a main phone inbox? --Simon | talk 20:55, 6 September 2007 (PDT)

It works!

The system is not up and running and is receiving emails form and , all current people are still receiving the emails that use to be. You can use the sytem to reply to ticket but you still have to note it on SupportEmailLog until we get everything moved over and all the people needed on the new system. --Simon | talk 20:58, 6 September 2007 (PDT)

Task Lead

• Ethan Devenport
• Simon Koldyk

Resource Estimate

• Pair Days: 2
• Dollar Cost @ PairDayCost per pair day:

Evaluator

• Evaluator:

Task Evaluation

• How the task went:
• Sign off Person:
• Sign off Date: