Please note that the list below pertains to the idea of sponsored development. If you have any ideas or wish to comment, please do so. Once we have a decent wishlist which is manageable (for the development team of OTRS), we can then look into the possibility of sponsoring them to get these features done asap. We do not wish to change our helpdesk system again, having spent enough time and effort evaluating many. OTRS is simple enough, elegant enough, is GPL and certainly flexible enough - it just needs a few important things to fit our commercial needs. Additional ideas: 1. Supervisor Mode. 1.1 ability to open personal queue of any agent in supervisor mode and do what needs to be done. 1.2 ability to perform (2) in any queue plus ability to perform mass ticket movements to/from queues. 1.3 Supervisor QuickView: should provide at-a-glance overview of all agents (how many open tickets each one has, how many completed in last 2/4/8/24 hours, etc). 2. Mass-ownership change: ability to unlock and/or change the ownership of all tickets (or multi-selected tickets) in personal queue. Particularly useful in event of agent being away/sick/dead. -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440