Den,
Quoting Denny Colt <wikidenny(a)gmail.com>om>:
If OTRS is backed up and not working 'fast
enough', how do more people get
into it? What are the requirements and entry threshold? Who decides who gets
in? How do you get in? If it's understaffed, staff it up. Is it volunteer?
Paid?
You can read about it at
http://meta.wikimedia.org/wiki/OTRS
Jkelly