How are other users of OTRS identifying tickets? In most systems that I have used over the last 25 years in this game, it was common practice to have a short description of a ticket that served to identify the "issue name", and this was what was typically refered to in meetings etc. Since "Outbound Inventory Hang" is much more memorable than "Ticket 12345", it was common to have a semi-permanenet description that could be viewed along with ticket number, and current disposition, etc. OTRS does not seem to have this functionality, so what are you (everybody) doing to refer to a ticket "name"? Matthew _________________________________________________________________ Access thousands of quality singles - click here! http://match.msn.co.za/match/mt.cfm?pg=channel&tcid=1826