Hi, I stared using the OTRS recently. I have following questions which could be the basic ones but really interested to get the answers. 1. How to change the default owner when creating a new ticket through customer panel. Currently I can select the queue but the owner always shows the "root@localhost" 2. I am not understanding the concept of SERVICE & SLA from Admin --> System I have assigned the new service to a customer & also created one SLA & linked with one of service but further more how to use with the customer tickets. ~Abhay DISCLAIMER ========== This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.