Help with various setup issues

hongman

Just installed this to see if it fits our needs and would like some pointers in setting this up properly.

We have this installed on Shared Hosting, and we run an Exchange 2010 email server with onsite AntiSpam appliance.

I have it running live on www.domain.com/support(www.domain.com/support)

1. Email

Really cant see how I set this system up to send emails to support@domain.com for new tickets etc. The only option I have in settings is PHP mail function. I think in the first instance all we require is alerts for new tickets, closed tickets, and of course emailing the customer that there is an update.

2. Integration

We would like to customise the look and feel so it matches our own branding, although not urgent.

3. Custom categories

Is it possible to create custom categories?

At the moment we have the default Billing and Support depts. We want to go granular with sub categories, i.e Printer issues, Server issues, Email Issues, etc etc.

Would appreciate some pointers.

ntozier

1. when you say "Shared Hosting" do you mean a company such as HostGator, GoDaddy, etc? Or are you saying that your company has its own web server that is running multiple sites? If you mean a host then you will want to login into OST as an admin . and go to:

Admin Panel -> Emails -> and setup the email that you have configured to use for OSTicket. Please note that at the bottom of this page is SMTP settings (Optional) which is for out going mail . Once you have configured an outgoing email it should populate the drop down in: Admin panel -> Settings to have another option.

If this is own webserver and are running windows on it also then you need to make some php.ini changes to enable email to work properly under windows. Feel free to PM me if this is the case.

2. There are a few posts on the forums regarding this topic, and several mods in the mods area that may point you in the right direction. Sadly OSTicket is not easily skinable or themeable at this time. I am hoping that when 1.7ST hits this deficiency will be addressed. That doesn't mean that you cannot do it, it just means that you have to manually edit the .css and some of the .php files to really greatly change what the site looks like.

3. This question is a bit... curious. You talk about departments and Help Topics in the same question as if they are interchangeable. I think that you are actually asking "When someone opens a ticket there is a drop down box for "Help Topic" can we add additional choices?"

If so, then the answer is yes. Go to Admin panel -> Help Topics. This will show you existing help topics, and there is an "Add new Topic" option here.

Have a good one!

hongman

Thank you.

Managed to get most of it working, just trying to tweak it a bit to suit our environment (new thread already posted for that :))