hi I'm new to Otrs & will be installing it and starting a rather intense test period tomorrow, if things work out as expected I'll need to have a go at customizing otrs - and hence I have some questions. The environment I'll be using Otrs in is mainly with non technical agents who give advise on conusmer issues using email. These agents are mainly used to Outlook 2000 and some of find that to be a rather advanced (and sometime difficult) aplication. I've already browsed the developer portion of the docs and would like some feedback from people that have tried to customize Otrs. - Is there some kind of respitory with custom modules? - Are there any obvious do-s & don't's for customing the templates and has anybody got any recomendations on how to customize it to make it more user friendly for non-technical users. - Populate the faq from a xml file using a nightly cron job - has anyone tried something like this? - Has anybody made som kind of module that allows the agents to insert attachments in the same way the insert faq's? - Are there any obvious do-s & don't's for adding custom fields to the ticket? - I'll need to be able to at least to custom fields and have the content of those show up in the meta coloumn on the right hand side in the zoom view. - Has anybody got any noteworthy experience or write ups from integrating Otrs with other web aplications they'd like to share? - Has anybody got any experience with different custom fields and/or different templates based upon which queue a ticket is in? :torgeir