Hi, we're using OTRS as a ticketing System without the included customer management, because our CRM-data should not be migrated to OTRS and redundant administration should be avoided. Now we are searching for a possibility to flag a ticket in different ways to be able to search explicitely for this flag without any need to specify difficult search statements which can not grant to get all tickets needed. We want to flag the tickets while they are processed, so an extra dropdown in response view should be suitable. Maybe an additional link in the linkbar on top of the ticket overview (where our Spam-Link is already located) is also thinkable as addition to the first. Is there a solution already covering these requirements? If not, which files have to be touched for an extra flag? Is the database capable of storing such flags or has it to be extended? There is some hope that these goals are reachable without much effort, but my belief is almost gone after searching a while for this. Thanks for your answer. Best regards Markus -- EMS Dr. Thomas Wuensche e.K. Sonnenhang 3 85304 Ilmmuenster HRA Neuburg a.d. Donau, HR-Nr. 70.106 Phone: +49-8441-490260 Fax : +49-8441-81860 http://www.ems-wuensche.com