Hi, I am looking for an open source ticket request system with an integrated knowledge base and google magically suggested otrs.org. It seems to be a nice software. Thus, accept a big thank you for the developers. However, I am still not sure whether it satisfies my needs; hence the question. To begin with, I noticed some (may be) typos on this page: http://doc.otrs.org/2.1/en/html/x682.html <quote> To explain it more practically, remember Max's company describe in the section about a example of a ticket system ... with filter rules or if tow different mail addresses are used Sandra only ... </quote> Shouldn't this read "description" instead of describe and "an example" instead of a example and "two" instead of tow with a comma before Sandra? Please, notice I am not a native speaker and I haven't read all my grammar books yet ;) Now, I am still not sure whether otrs satisfies my needs; hence the question: I want to sort tickets into categories (I guess this is what you call queues) and when I answer a ticket, I have a checkbox that is labeled something like public or published which would allow me to publish the answer to the public in a public knowledge base. My first impression is that the articles of the knowledge base is not integrated with the answers of the tickets. Can you please clarify? -- Munzir Taha Telecommunications and Electronics Engineer Maintainer of Fedora Arabic Translation Project https://listman.redhat.com/mailman/listinfo/fedora-trans-ar Maintainer of the OpenBugs project page at http://www.arabic-fedora.org/munzir/OpenBugs.html Master CIW Designer, ICDL, MOUS, Linux+, LPI 101 Riyadh, SA