0
votes
2answers
247 views

How to use the original sender date instead of the fetch date in OTRS

When OTRS fetches emails from an IMAP account it forgets the original send date and replaces this with the fetch (!) date. Normally this is not a problem, but when you're importing an existing IMAP ...
3
votes
2answers
3k views

Can I close tickets on OTRS through e-mail like Trac does?

I'm setting up a new helpdesk and one of the main features of Trac is that you can manage tickets through e-mail tags, is there any way of doing this through OTRS?
2
votes
1answer
9k views

Best open-source HelpDesk software? [closed]

Good morning, I'm currently researching 3 different open-source HelpDesk solutions, and am interesting in hearing your experiences with them, to help me decide which to implement in a small-sized IT ...
2
votes
4answers
1k views

In simple terms the difference between a Group and a Role in OTRS Ticket system?

I'm new to this whole OTRS/Help ticket system notion. Be grateful if anybody could provide a simple example that differentiates between a User in a Group and a User assosciated with a Role in OTRS. ...