I am starting a new assignment implementing SysAid Incident and Request management for a medical group in my area. I have a history of implementations with other more complex products. and very proprietary methodologies. I am curious if there are some good suggestions and maybe even some project plan templates for what a successful implantation would include. How are categories defined? How about SLA's and notifications? What are some KPI's that out of the box reporting can support. Any blueprints out there? I want to hit the ground running. This looks like a great product but it is new to me. I think this community will be a great aqsset. I want to learn from those who know. Thank you.