Ferona, a.s. is a modern trading company engaged in the purchase, storage, modification, logistics and sale of metallurgical products. The IT department, which provides services to dozens of branches in the Czech Republic, has identified the OTRS system as the most suitable option for streamlining existing support methods. We were asked to help with the installation and setup of the OTRS system and to prepare the process of recruiting new employees with the aim of achieving maximum communication efficiency between requestors, approvers and solvers.