Hi. I'm having difficulty getting my head round the naming convention I should adopt for using OTRS in our environment. Our FQDN is pesticides.gov.uk .. I think!?. All our emails are in the format {forename}.{surname}@psd.defra.gsi.gov.uk. What do I enter at the installation stage for "System FQDN"? What should the "AdminEmail" be? Once the installation is complete, and I go on to create Users, should they be named exactly the same as they are in Outlook, i.e. a duplicate? Eg, rajendrakumar.varsani@psd.defra.gsi.gov.uk mailto:rajendrakumar.varsani@psd.defra.gsi.gov.uk ? Or can I get get it to integrate with Exchange 5.5 somehow? IS this a fairly trivial task? Is the idea that OTRS works independently of our existing Outlook system, i.e. we have to duplicate accounts and passwords etc or can customers send an email to OTRS, we deal with the requests on OTRS and email back to our users' Outlook accounts? All the servers, users and customers are sited at the same location. I've got the installation of OTRS to work, but got confused with the naming conventions and so am just about to install again and start from scratch, with your help, which will be greatly appreciated. Rajendrakumar Varsani