An Me wrote :

What does the 'services ' and 'customer users <-> services' link in the web interface actually do?. Can any one explain it with real time scenario?.

Hi An, you can define services you offer like mail service or internet access. When you create a ticket you can specify which service is affected. Since not all services apply for all customers you can reduce the list by assigning the appropriate services to the customers. Please look at the OTRS demo at http://www.otrs.com/en/tools/demo/ to get an idea how to use this. You can also read about ITIL and look at the OTRS::ITSM demo which uses services as a base for service level agrements, affected components and so on. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de