[otrs] Any good flow documentation?

I am looking for something that describes a basic flow. i.e. ticket comes in from mail account -> then agent accepts ticket and assigns -> assigned agent ____ with ticket blah blah blah :) I hope this makes sense. I have read over the admin manual a bunch and i am still just having a hard time figuring out the process. IN all intentions i am hoping to us the ITSM modules as well so ticket -> ________ -> work order would really be helpful. Thank you, Clay