Hi, it's important for me to distinguish whether a phone call was initialized by an agent or a customer. That's not possible at the moment, neither at ticket-creation nor at later phone-calls. I noticed that the current behavior of OTRS is that new phone tickets are stored within the article-table with sender_type_id = 3 = customer, later phone calls are stored as sender_type_id = 1 = agent. The possibility to give OTRS the information who started the call would be appreciated. Another "problem" is that phone-calls and mail-replies are always shown in the customer-webgui. At least a drop-down-selection within the phone-mask would be helpful to decide whether the call is displayed for the customer (external call) or not (internal call) - similar with notes where this feature is already implemented. And another good feature: the possibility to change article-types (e.g. int/ext) after creation, for the case of having created an article with the wrong int/ext-information. This is already prepared within the DB-schema (change_by, change_time). Here I also want to mention a problem. A ticket cannot be solved by our team, so we do an forward e.g. to the external SW-developer. That forward contains sensible information which should be read by the customer, so that forward in of type "internal". The problem is that the incoming reply is of type "external" and so can be read by the customer? So I suggest that all follow-ups -not- coming from the original customer mail address should be of type "internal". The above mentioned fature of later changing the type would be helpful here if I explicitly want the customer to be able to read the follow-up. But over all thanks for that really great tool! I hope I can convince my chief to buy a support package at otrs.de * to get even better support * to support -you- for your great work Bye, Alex