Hello We've been happily using OTRS 1.2.3 for a couple or three years now. Lovely. Thank you! The Big Question is: How do I go about upgrading to the latest ITIL-oriented version of OTRS? I'm hoping it's not very difficult. As it's very much live, I'd like to run a system in parallel before switching over. Ideally. Rajendrakumar Varsani BSc (Hons) Information Technology Branch Pesticides Safety Directorate Room 134, Mallard House, Kings Pool, 3 Peasholme Green, York, UK, Y01 7PX Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: (Orange) 07968 243125 Email: rajendrakumar.varsani@psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.