Hi,

I am working for a small organization, where I required to setup a ticket management system to log and have track of problems and the solutions provided to it. I found OTRS is the tool which works for my requirements and more over it is an open source package.

I have installed otrs-2.2.2-001-win32 on MS Windows XP SP2 machine. The installation was quite simple and completed in few minutes time. After the installation the setup didn’t take much time.

Now I could login and play around with this system has Admin. I have the following difficulties to proceed further in using this tool and hence seeking you help to overcome it.

1. I have a Windows AD system installed in my network and want all the user account to be integrated with OTRS.
2. When I configured the customer backend information it listed only the default DB.
3. Now I wanted my LDAP to be listed in the customer backend configuration list.
4. When I go through Manual I found how to configure for the LDAP authentication mode.
5. But not sure where to configure the given information and run through for the LDAP authentication.
6. Could be please guide me with the appropriate steps to configure my AD system users with the OTRS?
7. Addition to this, when a customer logs a ticket is there an approval flow can be set before the ticket to be attended by the IT Admin?

Awaiting your earliest response please.

Regards, Gopi

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