I am still new to OTRS and I am "trying" to find out how I can configure things. Honestly, the manual is not very informative. There are only basis configs. I would like if there would be a manual that explains better how all things work. I have already asked for this. I mean the USE of OTRS, not only the configuration. Examples are: - when I respond to a customer or send a new ticket, how should I treat the sending? Should I close it or put it in pending state and if yes, for what time and how does this work? I have figured out that I can use "pending autoclose+" and hope this works. So, why isn`t there written in the manual HOW this works? I know that this feature is in the manual, but only briefly. Another thing: What about the Defaults.pm? Is this a file in use or just an example how things could be configured? Many things there are different to my Config.pm. I would like to use some things from the Defaults.pm, such as: # ChangeOwnerToEveryone -> useful for ASP # (Possible to change owner of ticket ot everyone) [0|1] $Self->{ChangeOwnerToEveryone} = 0; as far as I understand, this changes the owner of all new tickets to everyone so that when I change for example the priority of a ticket, it doesn´t tell me "you are not root@localhost" anymore. Right?! So, where IS all this information about what files we can use and how and how the system should work and maybe some PRACTICE EXAMPLES from companies who use OTRS and HOW they use it. Thanks, Marc