I'm curious how far people have taken customizing OTRS inside and out. I think a shared discussion might help foster some new ideas others may not have considered. I'd appreciate any feedback from other users on things they've done to make the technician's jobs easier. I haven't modified the deep guts of OTRS too much myself, but have tweaked a few things based on requests from our users. Here are a couple of sorta large screenshots with notations of minor tweaks I've made to make technicians happy... Btw.. The timeframes on those.. We do some projects that take months and use OTRS to track them as well. We're not the slowest team on earth! ;) http://www.indysoft.com/personal/charles.thompson/indysoft/otrs1.gif (100Kb) http://www.indysoft.com/personal/charles.thompson/indysoft/otrs2.gif (90Kb) Charles