Hello Kate, I would recommend great series of blog articles on How dummy did it. After you read them, you should have basic understanding of concepts in OTRS. https://htddi.wordpress.com/category/otrs/ Of course you could use professional consultancy services. Good luck Martin Jerga ITSM Consultant Tempest a.s. tel: +421917792942 From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of Kate Dawson Sent: Monday, June 5, 2017 10:58 AM To: otrs@lists.otrs.org Subject: [otrs] Evaluating OTRS Hi, I'm trying to evaluate OTRS for a small company, who are currently using Solar Winds WebHelpDesk. The current process for logging a service request, is 1. A user phones a helpdesk operator 2. The helpdesk takes the details, and categorises/classifies the request. They have a large number of different categories for service requests. 3. The helpdesk operator assigns the request to a technician 4. The technician liases with the client, adding notes to the ticket until it is able to be marked as resolved. I wonder how OTRS can be used in this case. Would a queue correspond to each category of request, or should there be a queue per technician ? Are there any easy to read howto's that cover configuring OTRS for a small business. Thanks in advance, Kate Dawson