HI I'd like to use otrs as a CRM-Tool. Has anybody used otrs as a CRM already? How can one define new fields within otrs, specialy in the area of customer information. You may look at http://crm-ctt.sourceforge.net/index.php?tab=21 which is a CRM with easy field addition capabilities. On the other side it does not have to power of otrs in the field of ticket management. I designed the following raw CRM-process: 1. Contact per - Phone - Email - Letter - Personal contact (Meetings, Events, ...) 2. New customer/contact? 2. Yes or don't know: Collect data (Name, Company) -> List shown with known contacts of persons and companies with similar names. 2.1 New customer/contact? - Yes. Record more information(some may be optional: Phone, First name, Address, Email, Website, Branche/Working area, interested in special topics, Business review/annual reports or link on them, remarks, running contracts, old contracts, asked services (E.g. number of tickets already solved for this customer, IT-Installation, attended trainings, Maintenance log, Debits) - 2. and 2.1 No: Select customer out of list and add additional data if appropriate. 3. New contactperson in same company? - Yes. Collect data - No. Select person out of list 4. From here on use the otrs as it is (Ticketlist, History) 5. New ticket? - Yes. Open new ticket 6. Work on ticket Who is interessted in such a solution? What would be the next steps? Andreas