Hello all, I've just installed OTRS and it looks to nearly suite all my needs. There are just a few things I want to change, maybe I can easily do this with configuration, maybe I have to do some code editing (which would be a big problem, but I prefer configuration). Here's a list of the this I want to change, any input is appreciated! I want to add a field 'planned' to a ticket, so my customers can see when we'll fix their problems and the other people here can see when they are supposed to work on what tickets. Is the free field the only way to go here? Related to the 'planned' field, how can I make it so that people always see the tickets they should fix today (or should have fixed yesterday) first? Is it possible to quickly change the status of a ticket without sending email to the customer (without misusing the phone call option)? I'd like to remove some information from the ticket (at least in the interface), I'm thinking about getting rid of Time, Escalation and the Linked fields (for now, maybe I'd like to get them back somewhere in the future). What's the best way to go about this? Thanks! Ron