Hi, an important metric of Service-Desk is to measure which paths are used for creating new ticket like (article_type) * phone * web * fax * mail * small-talk (on the toilets ;-)) "hey joe, could you please..." * SOAP and who created the ticket (article_sender_type) * the user * one of his IT-key-users * one member of the IT-stuff (OTRS-agent) * some kind of system monitoring (like nagios or client-HW-monitoring-tool) I think todays OTRS lacks in the possibility of doing the ticket-creation in such a specific way, that the above mentioned scenaria can be distingushed (for analytic reasons). OK, if you create a ticket from a system-monitoring-tool via SOAP, you can add article_type = SOAP and article_sender_type = Monitoring to the database and can create the ticket in such a specific way, but you cannot manually create a ticket where * the IT-key-user of a department * told you during breakfast * that user x has some trouble with... The Web-GUI cannot handle that. Another lack: within a ticket, "phone calls" are always outgoing - you cannot document a customer calling you upon a ticket. Could you give me any hints on how I can optimize the data-quality on my tickets? To OTRS-devs: Did you plan any improvements on this issues? When? Bye, Alex