Hi, After some effort, I have made otrs use a pre-existing database for customer users and customer companies. I would like to have it use the same external database for system users, but it appears that to do that I will have to alter code rather than mere configuration (such as in user.pm, for example). Is this an accurate perception? Additionally, if we go ahead and actually use this TTS, it will be used more in a Network Operations Centre environment, rather than a company-customer one. We will have equipment and circuits as items to be selected when a ticket is composed, and ticket categories (such as fault, maintenance, provider maintenance, etc) to be catered for. Do I need to be looking to write extra modules to handle all this or can any of it be configured to exist? Thanks, -- Tim