Dear all Overview: I have just downloaded the latest version of OTRS for Windows to evaluate for a small IT-Service Helpdesk dealing with external customers. I am using the default OTRS database as a backend and do not wish to auto-populate. I'm new to OTRS - go easy with me! BTW, OTRS has a very nice look and feel about it - compliments to the developers! Background: Our customers are companies and support requests come from persons (contacts). There can of course be multiple persons in a company requesting support. From what I've read (mailing lists & admin manual) I believe the OTRS way of grouping persons by company is by using the same CustomerID. Problem: So that my agents can't make any mistakes, is it possible to turn this field into a drop-down list with pre-defined values (company1, company2, company3 etc.)? It would also be nice if agents could add new companies to this drop-down if they didn't exist with a "New Company..." option. Finally, if a particular company is selected, would also be nice if another field (free text?) displayed the persons (contacts) within the company. If these persons don't exist, then a "New contact..." option. Solution?: I think what I need are database tables holding all my companies and their contacts - which I could add to via OTRS. Am I on the right track? I have absolutely no idea how I would do this? Not sure which code to change and where. Also not sure how to add new tables to the DB. I would really appreciate your comments for a complete beginner! Many thanks in advance. Regards Oliver