Hello, I guess maybe I need some advice on how to go about this now. Let me give a few facts about how this will probably be deployed: The majority of items tickets will be for external customers; however the web site will be on the intranet and not be available for external customers. The tickets will be created via phone calls. The active directory has several Organizational Unit's (ou's) for user's. In addition the actual otrs user's will also be from different ou's. Our model will likely be that the majority of ticket's will go to one queue and a group will move the ticket to the appropriate queue. Can anyone give me any excerpts from the Config.pm file so that I might get a feel of what I need? I need to be able to add user's from any ou... I started looking at the doc's site and got really tied up with the customer user. Also, will I still be able to log in with the 'root@localhost' account to add user's and groups? Thanks, James