I will give a brief demo of OTRS to our department heads and compare OTRS to a licensed helpdesk suite called "Turn Over", which runs an AS400 database back-end. Besides the obvious benefits of OTRS (web-based, price, ease of use, email filtering, and support), what are some winning features of OTRS I can highlight? Is there a way someone, who knows their ticket number, enter that number into a web-interface and check the status of a ticket? Check to see which tech has been assigned the ticket, age of the ticket, and read notes about the ticket? I understand if this was not the intent of OTRS in it's design; general public is not to have access to the system without a un/pw. One more issue is our installation does not have graphs installed. I would like to install this but I'm unfamiliar with CPAN. Our OTRS is installed on Debian and I'd like to install the graphs with as little pain as possible. Will following the steps below install graphs on the Stats page? 1. Install CPAN Modules (if needed): --------------------------------- Note: use "bin/otrs.checkModules" to get an overview of all installed and required cpan modules. a) Install the RPMs if your distributions provides RPMs for the required CPAN modules. b) Install the required modules via CPAN shell (http://www.cpan.org/) perl -MCPAN -e shell; ... install Digest::MD5 install Net::DNS install MIME::Base64 (if Perl < 5.8) ... if you plan to use an LDAP directory service you should install Net::LDAP ... install Net::LDAP ... and maybe the GD stuff (stats support, not required!) ... install GD install GD::Text install GD::Graph install GD::Graph::lines install GD::Text::Align ... Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK $shell:~> If you get "syntax OK" it seems to be Ok. Go ahead. Thanks very much, Jason Coltrin AGIA Inc. PCSS IV