Hi , We run OTRS 1.1.2 under Red Hat 8.0 on a 2-way compaq server, about 40 agents and ca. 400 tickets a day (mostly phone view for now) handeling 200 k customers. First of all: OTRS is absolutely great, thanks for sharing it !! Been live with OTRS for about three weeks (and incrfeasingly happy about it) I have a few questions: 1) We get a lot of spam and virus detected mails which I procmail to the "Virus" queue. I wrote an GenericAgent.pm to "close-successfull" those tickets. Does the Generic Agent produce any log file or debug information ? If so where can I find it ? 2) We also have a lot of faxes (as pdf attachements) entering into the system. Any experience with OCR (*.pdf to *.txt converters) and OTRS? Would you address this via Generic Agent and CMD ? 3) I would like to see more lines under ADMINSTRATOR SYSTEM LOG. 4) mysql I changed the customer_user table adding phone number and adress information then I loaded about 750 K records into customer_user. As a result the phone view "SEARCH CUSTOMER" took around 8 seconds to find the customer. I read some doc and then I added a few indexes in the db and changed the queries. I think this could be useful to other people too, I would like to share this, where should I post it ? Can we migrate the db to mysql 4.0 ? Experience ? Is it scheduled ? What release ? Thanks for the help and your soft. It is bitching good ! Paul Rhein EPT Luxembourg ---------------------------------------------------------------------------------------------------------------------- Electronic information is not secure, therefore the Entreprise des Postes et Telecommunications accepts no responsibility whatsoever for the contents of this message, which is intended for the addressee only. Its contents and any attached files are strictly confidential. If you have received this message in error, please telephone the following number 4765-1.