Hi, First, I apologize for the flood of ideas I have. I just recently installed OTRS on our server and I find it terrific. I would like to suggest the option of attaching files from the server, not using http upload, but from a common repository (like documents, patches etc). the reason for this is that our server and HQ are geographically remote and bandwidth is OK, but not terrific. having to attach the same things over and over again is a waste of bandwidth. I know that you can make a "response" with the file attached. this has two cons: 1. if the repository updates frequently, you have to remember to update the emails as well 2. if there are many files that can be attached, in many combinations the number of messages will be overwhelming. Thanks for the great software, Moshe