Email setup/Advise

[CSimpson]

I have installed the latest osTicket. So far, so good. I am very excited to begin using this. I do have some questions about the email addresses that I am confused about.

It has three email addresses: alerts@mydomain.com, info@mydomain.com and my team's distribution email itsupport@mydomain.com.

• Do I have to create the alerts and info email boxes in my Exchange?

• I'd like to add all of our departments, currently the departments do not have their own departmental email address, do I have to create them in Exchange?

• Which email address would users send to in order to create a ticket?

• The ITSupport email address is used for my team's own internal communication and is also used in our not so current and clunky ticketing system.Should I create a completely different email address for this system rather than using the ITSupport email? At least until I am done using the old system?

Thanks in advance,
Chris

[ntozier]

Which version of Exchange are you running?

You can setup email however you want. I personally use 1 email address in one of my installs.

Admin Panel -> Settings -> Email Settings
I have:

Incoming Emails:
Enable POP/IMAP email fetch

Outgoing Emails
tickets@domain.com

Default System Email:
tickets@domain.com

Default Alert Email:
Use Default System Email (Above)

Then if you go to Admin Panel -> Emails there is only one email address in there. [ie tickets@domain.com] If you edit it, I've configured it to use IMAP. The username and password that you enter on this screen MUST be a legitimate Exchange username and password. So yes you have to setup at least one account in Exchange.

Our "customers" send email to tickets@domain.com to open a ticket, or goto the web page.

You can add more emails and departments. For each you add you have to have a corresponding entry on your DC/Exchange server(s). Or if you dont care about checking those mail for tickets and want to funnel everything through one account, you could use distribution lists for the departments.

I personally would create a new email account for the new ticket system. Why? Because depending on how you have OS ticket configured it will email you (or a distribution/security group when tickets are opened). If people go into that account and delete emails prior to them being tossed into the ticket system no ticket would ever be opened. How often do you really want to run cron? We run every 2 minutes currently.

I think that covered all of your questions...


edit: oh yeah nearly forgot. Our New Ticket alerts get sent to a distribution group so that all of our support personnel receive a copy of the new ticket.

[CSimpson]

Thank you! We are currently running Exchange 2000. So is your tickets@domain.com just a distribution group or an actual user account?

Thanks

[ntozier]

It's an actual user account.

For OSTicket to pull the emails out of exchange it needs to have an actual username/password. Rather than use one that someone else would be mucking around in (like my own) we decided to setup a separate one.