AeskuLab Diagnostic Laboratory is a member of Euromedic, the leading chain of diagnostic laboratories in Mid Europe. For its IT department based in Prague, Ostrava and Mostiště we have implemented open-source OTRS helpdesk system with MySQL on Linux platform (in VMware virtualized server), configured direct authentication against three Microsoft AD servers for the clients (Customers) and investigator (Agent). Furthermore, we have fine-tuned the option of a single user login (ie. SSO) and performed configuration modifications to better adapt the system to the requirements of users and optimize their work.