I'm looking for a way to analyze (standard) responses given on tickets. Most responses are given by 1. a ResponseTemplate 2. a FAQ item I found out that use of a ResponseTemplate is logged in the ticket_history table like: "ResponseTemplate (17/29871/40171)" with history_type_id=25. The "17" is the ResponseTemplate used. Not the most convenient way for analyzing, but with al little SQL I should be there. BUT I noticed that using a FAQ item as response in a ticket is not logged in the ticket_history table or anywhere else. there is a faq_log table, but no record is added when I use the FAQ in a ticketresponse. So it would be great if both ResponseTemplates and FAQ items used are logged (in ticket_history??) and in a way that it is a little bit easier to run some analyzing queries (new history_type_id's?? / new numeric field for the ResponseTemplate/FAQ item used?) regards, Peter van Beugen