We use OTRS for scheduling our technicians, among other things. How about some way to link appointments to tickets? i.e. a "schedule this" button in the ticket zoom options, which would bring up the calendar application and allow the technician to enter any required notes (such as directions/etc), but that links the appointment to the ticket. Then a note (system note) could be inserted into the ticket history to the effect of "Scheduled by TECHNICIAN on DATE @ TIME" While OTRS is a great program and we swear by it, better integration of the calendar and email functions would be more than just a little useful. While I am not a programmer, I would be willing to help someone working on such a project. [I have also suggested the idea of integrating the webmail client such that an incoming email can be "turned into" a ticket request, as have a few others]. -- Mark J. Nernberg Director of Technology (412)478-6262 http://www.downtownhelpdesk.com/ Customer Support: support@downtownhelpdesk.com Have you tried our on-demand remote support services? Downtown Help Desk and 1-Fast Computer Service, providing quality technology solutions to the small business since 2003.