Users on the users list seconded and suggested I forward to the dev list for discussion. I've reread and updated it a bit. Dear OTRS users and devs: First off, OTRS rocks. Thank you! Now for the constructive criticism. Problem #1: From time to time I get customers who send in 13 emails in a row about the same problem. I would normally do a bulk-action on their heiney, but there is no option for me to merge multiple selected tickets into a single ticket. Nor is there a way to, without a complex search, to see all open/new tickets for a given customer/email address. Solution #1: Add a field on the bulk-action page that allows me to specify a ticket to merge to. Bonus: include a list of tickets from that customer/sender (or customers/senders if the selected tickets includes multiple senders/customers), so that I don't have to know what ticket number I'm merging to before I do the bulk action. Problem #2: From time to time I use search to find a nice subset of tickets I want to do something with. Unfortunately, there's nothing I can do on the search results page other than click on each ticket individually, or click on the CustomerID. Solution #2: Add a checkbox on the left of search results that allows me to do a bulk-action! (like merge!) Problem #3: Sometimes you can just tell that someone probably sent 9 emails about the same issue, but they are spaced out over a weekend, like 5 on friday night, 3 more saturday, 14 on sunday and 6 more monday morning before you get to it. Right now, when I hit "Customer" OTRS nicely displays all the tickets for that Customer. But when I hit "Merge" I'm left with the inability to view the customer's tickets, so I have to: 1. Decide to merge 2. Find the ticket # to merge to 3. Go back to the ticket that needs merging 4. Click Zoom 5. Click Merge 6. Paste the ticket number in 7. Repeat for each duplicate/similar ticket. Ouch. I'm left with a merged ticket and a migrane. (dramatic emphasis mine) Solution #3: When you click "Merge" on a ticket, it nicely displays all the tickets from that Customer, reverse date order (newest at the top). It puts a radio button (or just a link named "Merge Here!") on each of the tickets listed below, so I can find the ticket I want to merge to and with one click and no previous knowledge of the other tickets for that customer merge this ticket. And no headaches! Thank you for listening. If I decide to implement one or more of these on my own, how should I submit a patch? And I assume I should patch it against trunk? Do you offer access to trunk for 3rd party development? Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman@angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------