As a user/admin of OTRS I find it a good system for handling phone and email request. I created a test installation in a day to allow me to play with various concepts and try things out that I wanted to do with a real system. After a week of part time playing with it. Was able to demo the general concept of how it could work in our company and went to a fresh install on a VMWare server using Linux as a company wide beta trial in a matter of a few weeks, should be in general use in another two weeks. What should be done, IMHO: Install it and learn first hand, what it is and what it is not. Review the archives of this list to learn what others are able to do with the system. Start with a simple install and then expand. It would be my suggestion to do a default install using MySQL, then if your company standard database is Postgres or Oracle try moving to that after you understand how to work with the system and how it is configured. Same with using LDAP, start with just creating users in OTRS and then move onto using LDAP. Document what you are doing and why you are doing it. I found myself starting from the beginning several times to get just the install that I wanted. Get input from the groups that will be using the system after you have the concept of Queues, Groups and Roles working in your test system. Have fun with the project and ask questions if needed. Greg Horne -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Talineau, Benoit Sent: Friday, June 08, 2007 3:53 AM To: otrs@otrs.org Subject: [otrs] Implementation of otrs Hi, I'm working on a CRM project and my boss asked me to verify if otrs could be the solution for handling mail and phone request. I would like to know what could be difficult to implement otrs in my company. What should be done? On which point should I be vigilant? I have read the documentation but some point are still blur. Thanks for your help. ______________________________ Picture (Metafile) Benoit Talineau Alliance Project Assistant NEC Computers SAS Angers ' +33(0) 2 41 36 70 98 ? Benoit.Talineau@nec-computers.com