Hello OTRS list I'd like to readdress http://osdir.com/ml/otrs.devel/2007-06/msg00011.html. In view "AgentTicketZoom" which is based on template file "AgentTicketZoom.dtl" when displaying free text fields what is displayed are the keys and not the contents. This is the case for free text field names as well as for free text field values. Is this intentional and if yes, what is the reasoning behind this setting? For the sake of usability I need to display contents instead of keys. A workaround would consist of setting the keys to the identical string values as their corresponding contents, but that would undermine in general the key-content-philosophy. I need separate key and content values due to the conceptual integration of OTRS within our system environment. Displaying contents instead of keys does not seem to be problematic in views Action=AdminSysConfig (AdminSysConfig.dtl) and Action=AgentTicketFreeText (AgentTicketFreeText.dtl) as well as in view Action=AgentTicketSearch (AgentTicketSearch.dtl). That's why I tried to use that syntax for displaying contents in AgentTicketZoom.dtl. However that doesn't work, which is probably due to functional setup differences between those .dtls. So my question is: where do I find instructions about displaying any data element in any location within any .dtl? Is it necessary to include certain classes for specific purposes in certain .dtls? What is also interesting is the fact that the content values for free text fields are not stored in the DB but in a file called /Kernel/Config/Files/ZZZAuto.pm. What is the reason for that setup? Thanks in advance for your explanations! Regards Lex