Hi Alessandro: Here is a snippet that I just sent off-list to another user. I think I'll just paste it here rather than type it all again. :) Some of our most exciting changes involved an "update" region on all TicketZoom views. This allows agents the ability to change queues, owners, users, priorities, etc., without ever leaving the Zoom view. We have also added the oft-requested ability to a) merge tickets (append all notes from one ticket to another and closing the former), and b) append notes (append a single article to another ticket). We also included some functionality to support assets (systems), which is particularly important in our facility. I plan to do more work to fully extend this module so that it can be used as an asset tracking mechanism. Some other work I've been focused on is usability. For browsers that support it, I'm about to deploy javascript that will include dynamic "auto-complete" input fields similar to those found in Outlook, Google Suggest, etc. This work is complete but has not yet been merged into our codebase. The usability of a support system like OTRS is very important to me and our users, so I've taken great strides to streamline and re-organize the interface where it was possible and made sense. I think that our users have benefitted greatly from these changes (since our original deployment of 1.1.2). Hopefully this gives you some idea of where we've gone with OTRS, and where we continue to move. Thanks, -- Jason Dixon 301.286.8635 voice NASA / Goddard Space Flight Center jason@nccs.nasa.gov AMTI, Inc. Building 28, Room S212 Code 931