Our webadministrator has moved on, and left us with what seems to be a broken OTRS system. After performing a backup, we made the decision to start fresh, and removed then reinstalled OTRS v2.2.6. So at the present time the system is operational with just two users.

It is running on OpenSuSE 10.2. The system is currently operational with two users, but after reviewing the Administration Guide and the available FAQs for this release, I can see that I have no clue how to really create new users, add them to roles, link them into queues. So if anybody has a tip sheet on how to do create users, and what they need to know to respond to questions, I would really appreciate knowing about it.

For example, I intention in using OTRS is that I would have an support queues for EMEA, ASIAPAC & AMERICAS. I would then have User groups representing EMEA, ASIAPAC & AMERICAS with the intent that the groups would give the member users rights to their queues, as well as a readonly view to the other queues. Still haven't figured out what use is there in roles. I think I have figured out that I want nobody except management to move things in and out of queues, and that the overall administrator will be managing the raw, and junk queues.

For right now I get emails, and am able to respond from within OTRS, so that much is working. But I get somewhat confused when I receive an support email notification, go into OTRS, and the only way that it seems like I can respond to the email question is by forwarding it to the customer, within OTRS.... So some guidance on correct usage as an Agent would be most helpful.

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