How to implement OTRS We have OTRS installed and running. However, I am looking for direction on how to use the software. I have used help desk systems where tickets are created in the General Mailbox queue. The tickets are then assigned to technicians by moving them out of the general mailbox queue and putting them in the technician's queue. It does not appear that OTRS is designed to operate in this manner. This is my understanding of how OTRS is suppose to work (please correct me if I am wrong): 1. One or more agents are assigned to a queue 2. Customer inputs ticket and assigns the ticket to a queue 3. An agent sees the ticket and responds to the customer's request 4. The ticket is then automatically locked 5. The agent no longer sees the ticket in their queue because the ticket is locked 6. The agent then needs to unlock the ticket so it appears back in the queue What is the best way to use OTRS? We have three different locations with nine technicians. I would like customers to create tickets in a general mailbox. I would then like to assign tickets to individual technicians. Is there any documentation for a question like this? I tried searching for documentation and I found the Admin Guide. Either I missed the answer to this type of question or it isn't there. Thanks for the help. -Scott