Hi, I'm evaluating OTRS for use as our primary ticketing system. You may have noticed from my previous emails that I've got a vanilla system up and running on a CentOS 5 box. I'm currently a little over-whelmed by the complexity of OTRS and am struggling to find a way in to work out how best to configure the system for our usage. I was wondering if there is some sort of post-install, best-practise setup/configuration guide? Something that takes a use-case and illustrates the various OTRS features? Let me describe my own particular use case... I work for a managed hosting company. We have many customers, and several technical support guys (agents?) who work 24/7 on a shift basis. Customers send support requests to support@example.com. We also have a monitoring system and email notifications of critical errors are sent to alerts@example.com. We also have our contacts in SugarCRM and would like to sync company/contact data from Sugar to OTRS So far, I've done a vanilla setup, and created a test mail address to receive new emails - otrc@example.com (this will eventually be replaced by support@example.com). Can anyone help me out here? Thanks, R.