OTRS Jumpstart Guide

Overview

E-mails to webmaster-xx at mozilla-europe dot org get fed into a ticket system, otrs. This system allows different communities to independently distribute the load of handling those. The rules for that are set by the respecitve community in cooperation with the board.

Set of common answers

OTRS enables you to prepare a set of standardized answers, coping with many of your daily inflow. On top of that, you can move tickets into different queues as well.

Common process

The most common view is the queue view page, which offers the set of standard answers for this queue along with each message. You can use the drop-down to re-queue particular mails as well.

Once you answered a mail, you generally want to close the ticket.

Use a common scheme for closing, like "close successfully" in general, and set the "is the ticket answered" field honestly. I use "yes" if I provided an answer and "no" if I just forwarded someone to a forum.

Handling spam

Spam should usually be dealt with by the system, it has a spamassassin in front of it. Undetected spam that ends up in the OTRS queues should be moved to the spam::undetected queue. That is done in the lower right drop-down menu for each ticket.