"OTRS is a trouble ticket system with many features to manage
customer telephone calls and e-mails. The system is built to allow
your support, sales, pre-sales, billing, internal IT, helpdesk,
etc. department to react quickly to inbound inquiries. This How-To
is specifically intended to help install and run OTRS
(http://www.otrs.org). It is not intended to go over using,
configuring, or administering OTRS. For those types of questions,
please refer to the OTRS website...