Our call center product will capture the CustomerID of the caller. I've installed OTRS in our lab, and have been able to integrate it with our backend database. But right now it seems to be a two step process for agents.. 1) Create a new phone ticket 2) Click customer, enter the CustomerID At that point they get a new ticket screen for the caller, as well as the call history displayed at the bottom. That's exactly what we're looking for. Is it possible to get to that screen (a new ticket for CustomerID whatever), and the caller history..from a single step? Either a custom URL (where CustomerID is appended to the URL), or a single webpage that we could script? And yes -- we've contacted OTRS.com to discuss customization. But I'd like to see what I can do on my own. Thanks Bill