I'm interested in locating other companies using OTRS in the same field we are in. We are a small IT services shop, and as such, don't have the manpower on staff to dig in and tweak OTRS. I'd love to chat with someone about how you use OTRS, what workflow you've implemented and any customizations you've made. Obviously, it is your expertise in customizing OTRS we're looking for, so if you have developed some customizations we would like to implement, I'm definitely not above paying you for your time! As a business model, we have scheduled maintenance visits to client locations that we perform. During those visits, we work on any number of tasks. Each task we work on for a client should be a ticket. Sometimes we also perform remote work and unscheduled work. As far as billing, we typically bill for the visit, and not for each task. So we don't really use the "time units" in the tickets in OTRS, as they don't have a lot of meaning for us. So I am looking for how others have integrated time tracking with ticket tracking. Based on suggestions of others here, I am looking at tying together a timesheet type package with OTRS (currently evaluating Timetrex and a few others). Obviously, if you are in the same geographical location as me, you might not want to share these "secrets" with me, and I understand. I am in the Salt Lake City, Utah, area, so if there is anyone who would like to share how they've implemented OTRS in this type of business, please let me know! Feel free to drop me a line off the list as well, as this might not be 100% pertinent to others here.