Hi there, The only piece of solution I got is that: http://doc.otrs.org/2.4/en/html/c2079.html but I don't know if we can hide some fields (here freefields) in a theme ... Anybody did it? or an OTRS people can confirm? Thanks Philippe 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 II Office : 0,3 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.