Hi, I am currently evaluating OTRS 1.1.3 for our helpdesk service. It's on test run for one month or so, but before we make the final decision we need some more data regarding the existing/planned/requested features: 1. are there any plans for implementing approvals for given tickets? I know it can be done with a special queue, but I would rather see that you could mark certain tickets as 'needs approval' and provide the group or user who can approve it. 2. is there any possibility to split ticket into more queues, define and maintain their dependency and maybe finally merge them into one (which can then go into another queue)? 3. is there any interface to a FAQ system? That means that you can post an answer to the customer and at the same time to a given FAQ system, external or internal. 4. I'm glad that you plan to implement attachments into PhoneView module (according to the TODO list). That can be really helpful for attaching screenshots. I hope you plan to implement several attachments to one ticket (not only one), as this feature could be very helpful in the CustomerView also. 5. And maybe an idea: a module for searching/manipulating customers on the spot could be very helpful, especially in the PhoneView, where you could search for customer based on any given field (i.e. phone number) while you speak with him. Or better, if you have a (L)TAPI interface, that could be done automatically. And, if the customer doesn't exist, you could create his record while creating the ticket. 6. And a (last) question: in Linux-Magazine Stefan Wintermeyer wrote about the capability of OTRS to receive faxes. How is that done? Via HylaFAX or does OTRS have this support built in? I hope that I didn't bother you too much. Anyway, thank you for the great software that OTRS really is. Cheers, Bojan. _________________________________________________________________ Protect your PC - get McAfee.com VirusScan Online http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963