We have been using OTRS for several months, and although we have found the configuration and setup design a bit confusing and non-intuituve, we have been able to get it to do what we need, and it does it well.

One example: it took 3 of us, a Perl/UNIX web programmer and two Linux system administrators with over 20 years of combined experience (and all of whom have used online ticketing systems extensively), about 5 hours to figure out how to make some autoresponses stop sending in German.

But like I said, once we got the thing configured, it does what we need very well.

However, we cannot seem to find any way to originate a ticket to a user, only respond. I know there has to be a way to do this, but we give up.

Any help appreciated.