We would like to use OTRS for ticket tracking as from my point of view it looks powerful without being overkill, and pretty customizable. Plus, it is open source so that is great.. For one of our clients (we do support for them), we'd like to track all the tickets on OTRS under them as the client, but we would also like a way to record what user of that company placed the ticket in a way that can easily be used for reporting. For example, user John from company ACME calls about 48 times a week because he locked his account. I'd love to be able to run a report for ACME that would show who called the most often in the last quarter for example, so they can easily determine who would benefit the most from additional training for example. What would you suggest I do ? I don't know OTRS much yet and I don't want to steer away from "best practices" because I have a feeling we'll be using it a lot in a year or two, so I don't want to screw anything up from the ground up.. Thanks a lot. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.