I found a way to have these combo on the phone ticket via sysconfig and by search of AgentTicketPhone ... Now the agent can choose the freefield during the initial input but what I want to propose only the combo related to a department and not all predefined subjects of all departments ... By the way is there a way to put a sender by default ? (most of the time, customers wont be in the data base so I created a phone customer that will be used for these cases) MANY THANKS IN ADVANCE!!!! (I know it's Friday but ... :) Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier@wipo.intmailto:Philippe.Martignier@wipo.int Phone : 00 41 022 338 72 36 Building : GB I Office : 2,4 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.