[otrs] Ticketing Process

Hi , I am testing the ticketing system (OTRS) but all the documentation I found is technical-oriented... Is there any user-oriented documentation to understand the proposed flow process for the tickets using OTRS.. i.e. When the tickets get locked? (I supposed when you assign an owner... plus some configuration in the queue), How I follow up the tickets for the whole department as an Admin)? (only using the utilities report???). Please let me know if there is some user manual to read Alex Ricordi