Slovak company MicroStep, spol. s r.o. is a manufacturer and supplier of CNC machines and advanced control systems with its own CAM software for specific machine tools applications in 40+ countries around the world. Based on the specification, we have implemented an OTRS system for a complex dealer and customer environment in the English and Slovak mutation with connection to the Active Directory and CMDB integration with the existing machine database. To meet specific requirements, several Extend IT extensions such as Tiles have been implemented to customize the customer interface. The delivery also included the design and implementation of the RMA complaint process and dozens of templates.