It really depends on what you're trying to achieve. I'm sure some simple html editing could result in their selection being placed in the beginning of the ticket text, but this would make statistical generation troublesome. You could use cascading queues... this would be ideal if the different requests went to different teams. I'm sure someone else will chime in with some other ideas. _____ From: Dave Morrow [mailto:david.morrow@autodata.net] Sent: Monday, May 30, 2005 7:01 PM To: otrs@otrs.org Subject: [otrs] Newbie: Questions on product. Hi all. I am just looking at OTRS for my first time and was wondering if someone can answer one question for me that the demo does not seem to answer. For my installation it is critical that when a user enters a trouble ticket, he/she should be presented with a list of categories and sub-categories which define the type of issue they are experiencing. For example; a major category would be hardware, with a sub-category of "Monitors". Is this possible with OTRS?