Hi We're currently in our internal pilot test phase of OTRS (V1.2.3), and have some comments/questions on the zoom view. - When the agent zooms in a ticket the pointer goes to the first message of the history instead of expanding the current one: it would save some mouseclicks if the latest message would be automatically selected. We don't know it this is configurable, haven't found a hint in the documentation. - In our opinion the "Zoom" would be much more useful, if the Subject of the Note/Message/Mail/Whatever would be displayed in the "Identification Line" (the short history below the 'Action buttons' like Lock/Unlock, Priority...). We can't understand why this is not the default. The subject is at least as important as Type or Date. Is it configurable somewhere? - Moreover, we don't know why the Subject: text is truncated. For certain views (like list of tickets) this may make sense, we would most often like to see the full text. The Subject of the initial message could also be displayed in the Header of the zoom view (i.e. the black bar with [ Zoom OTRS#:NNNNNN ][lot of whitespace][Age:....]), as well as the initial ticket issuers name. Of course I know, that the latter is visible on the right hand side, from the ergonomic point of view it would alse be nice to have it above the 'ticket history'. Most people read top-down in these webguis. best regards, Patrick -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau tel://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------