Hi, I'm setting up an OTRS system for evaluation and, assuming my employers like it, probable roll out in a month or so. I have it installed and it seems to be working, though there are still some SMTP issues to be worked out. I'm trying to evaluate how best to set it up, what cues I should add, how to handle users, etc. I realize that these depend on the scope of the company and the kind of products, but it's better to have a good system in place at start rather than try to fix it later. We have a single product, but also are a reseller and will be handling returns and maintenance as well. I'd like to hear suggestions from any users on how they approached gathering requirements and deployment. We are looking at a small number of tickets to start with, dozens a day at most, but potentially a lot more over time. Also, I tried to download the English Manual so I could print it(http://doc.otrs.org/2.0/en/pdf/otrs_admin_book.pdf), but that file is corrupt. Regards, Keith Turner Cloud Systems Suite 405, 665 Third Street San Francisco, CA 94107 kturner@cloudsystems.com http://www.cloudsystems.com