Progressing in the OTRS:ISTM evaluation , we are really impress by the maturity and the functionality : Great job. But we are facing problems with the data model : we are a service provider with : * large customers , with hierarchical organization, and services are provided either globally or to a specific group , each of them having several users, and a users can be part of different groups : ak IT central department must see all company tickets, while a application manager need to see only tickets related to his activities but the sevrice can be depenent of other sevrices / ConfigItem, normally "linked" to another group * large customers with several locations * our own locations ( Data-centers) are used for several locations * asset ( configItem) normally belong to customers , but for our own infrastructure , our assets belong to us, but are used by several customers taking in account the above we see several limitations to the present data model : * customers users are "linked" to a company , ,via the CustomerId would be much easier to have a a "customerCompanyId" in the customer users table linked ( N:1) to the CustomerCompany table I saw a bug on the matter ( 2199 ) which address the problem , but is there somebody working on it ? * CustomerCompany model should allow description of hierachical organization, ( as it is possible to link ConfigItem wit "part of" links) * it should be able to link location to company ( or sub-Company ) , probably with a 1:N link ( to handle shared locations) ( perhaps possible by crating a new link type and a new Partner association ??) * it should be able to linked ConfigItem to Company ( doable ? ) and location , ( doable with a new link type and a new association ) again with 1:N link toward Company ( shared configItem) , and probably 1:1 to locations ( for physical assets) or 1:N for "virtual assets" as a Network link and with different link types : owned_by, used_by; rented_to * we should eb able to define a Contract * then we should be able also to link a Contract to a Company a Service to a Contract and then a Service to one or several Config Item or a location ( questionnable ) with limitation of possible Services, restricted by available Services for a Company ( via the dependency used_by of the ConfigItem to Company) Its likely that most of these things can be implemented via Custom link types and Custom partner association, but then the usage of it , in a real life, through link management will be quite heavy. Would be better to be intregated directly in all relevant module ( ticket, location, compnay, ConfigItem, ...) Dependent of the above, this should then impact possible selection when creating / updating a ticket : i.e having selecting a Company , being able to select only users / location / COnfigItem / contract / services of that company Another point on the link management is the capability to "massively" select several object and to link them , with one operation to another object , something as the Bulk action for the ticket Is there any plans to move in these directions ? Thanks in advance Best regards Philippe