Hello, I've successfully implemented OTRS for the helpline section at a U.S. State Government Agency and it's really changed for the better how they do business. I am slowly but surely winning over the hearts and minds of other sections as well. I've started basic and informal training events with me on a projector and students on training computers, but I will eventually have to develop something more thought-out. I am curious if others here have done so and would be willing to share their training materials-- images, PowerPoint, training agenda, etc. -Bob