Hi Oliver,
Regarding what you said about looking in the manual... I did, but was not really sure what to look for! There are lots of customising I would like to do,
I think the official manuals are really not bad, but should be much more detailed due to the fact that so many people wan't to customize their OTRS to their very specific needs. I think a wiki would be helpful, a german inofficial wiki is just being released. I hope it can help merging all the existing OTRS-admin-known-how around the world in one place.
what's the best way of doing this
Right now, I suggest to use side-specific google-search on lists.otrs.org.
I am also no programmer and thought lots can be done via a browser (in Admin, System, SysConfig...). For instance, I would like to add a few drop down lists when creating a new "Phone-Ticket" or "Email-Ticket" i.e. "Software" and "Hardware" dropdown lists populated with pre-defined values - I have no idea where to start...
You have to use free text fields and modify your DTL-files (you have to modify the source-code very slightly) of your ticket-compose-webpages => search the Mailing-archives for details... Bye, Alex