Hi, My organization has this scenario : Each customer purchases a fixed number of support hours (say 20 hrs) from us. When the customer sends a suport request, one of our techniciens work on it, solves and finaly closes it.Then he logs the amount of time he spent on it. This time shud be subtracted from the total number of support hrs the customer bought from us (in this case 20 hrs) I extended the customer_user table to have an additonal field called "Support hours bought" that holds the purchased support hours . I assume our technician while closing the ticket can log in the time spent in the box named "Time Units (work units) and submits . How can i capture this value and subtract it from the "Support hours bought" in customer_user table ? Is this doable ? If so any ideas how to do ? Thanks Madhuri Anyway OTRS is a great system. Doing wonders to our organization