[New user warning!] Struggling to get things set up

TrentSC

Apologies for what might be truly dumb questions here, but I'm struggling to set up this new installation of v1.9.5.1 and I'd be very grateful for some guidance.I've hunted around for documentation, and it seems to be thin on the ground. While I accept that this is a user installation, I was hoping at least for an installation guide that explains the different elements. Can anyone point me towards an installation guide? For example, all I want to do is create a very simple ticketing system with two users (myself as admin and a colleague) and have all the alerts go to both of us. I'm not clear whether I have to create email addresses in Emails > Email Addresses as well as Agents > Add New Agents.Can anyone point me in the right direction?Many thanks.

ntozier

Q: Can anyone point me towards an installation guide?A: The installation guide is located at: http://osticket.com/wiki/Installationorhttps://github.com/osTicket/osTicket-1.8/blob/develop/README.mdQ: Can anyone point me in the right direction?A: Yes.It really depends on how you want to use osTicket. Do you want to have emails automatically get turned into tickets or are your clients just going access osTicket via the web ui?You need to setup at least one address in Admin panel -> Emails.This address would be used at Admin panel -> Settings -> Emails for out going emails.Staff are setup at Admin panel -> Agents. You would setup an Agent account for each staff member.

TrentSC

Thanks for responding so promptly - I'm grateful for your willingness to help.I think I should have said "configuration guide" rather than "installation" - I've got it on my server, so it's a question of configuring it to work properly.To answer your question, I want users to register and enter details via the web UI rather than converting emails to tickets. I'm using the system's built-in email functions, so I haven't entered any POP/IMAP/SMTP info.So, I've set up one address in Admin > Emails: let's call it 1@email.com and I then went to Admin > Settings > Emails and confirmed this as the default System Email and Default Alert Email, but it won't allow me to use the same address in Admin's Email Address, so I've entered 2@email.com in that. Next up, I went over to Admin > Agents and confirmed the one Agent's email address as 2@email.com.The problem I have is that when I create a test account and submit a new ticket, the acknowledgement to the user works fine, but the notification to me (either 1@email.com or 2@email.com) doesn't: nothing in Inbox or Junk for either address.Am I doing something fundamentally stupid here? It wouldn't be the first time!

ntozier

Re: "configuration guide"There really isn't one. But you can always ask us questions and we will do our best to respond.Re: To answer your question, I want users to register and enter details via the web UI rather than converting emails to tickets.Go to Admin panel -> Settings -> Accessunder End User Authentication:Registration Required: tickRegistration Method: Public - Anyone can registerOnce you have done that then users are required to register for accounts and anyone can register for a user account. There are a couple other settings right there that you might want to take a look at. You can mouse over the light grey ?'s to get more info about them.Re: The

problem I have is that when I create a test account and submit a new

ticket, the acknowledgement to the user works fine, but the notification

to me (either 1@email.com or 2@email.com) doesn't: nothing in Inbox or

Junk for either address.Go to Admin panel -> Settings -> Alerts and NoticesSee specifically the New Ticket Alert section where you can configure who gets new ticket alerts.You may also want to setup New Message Alert also while. Tick the ones that you want to use.Naxt go to Admin panel -> Agents -> Departments, clck on your departments and make sure that:Ticket Assignment: is unticked.Make sure under Alerts and Notices that you have Recipients set properly also.Q: Am I doing something fundamentally stupid here?A: Not at all. We were all new once. :)If you have further specific questions feel free to reply. I ought to be around for another hour or two.

TrentSC

Ah, cancel that - I might have cracked it: I entered the SMTP settings for 1@email.com and everything seems to be behaving itself. It seems that I can't use the system's built-in email sending option.Again, I'm hugely grateful for your help, although I'd still like to dig out that configuration guide so I can get my head around it.