[otrs] Agent user's manual

Hello, I've noted that the otrs_admin_book v2.4 indicates in the preface that it is "less interesting for agents or customer users." Is there a user manual available for agents? Something that explains in plain language what "note-internal" vs. "note-external", how otrs handles inbound and outbound emails, what "locked" means, etc? Mark Mark A. Swope | SGV International, LLC 8588 Katy Freeway, Suite 200 | Houston, TX 77024 Office: 713.647.7555 | Cell: 713.870.3975