Hello, I need to implement a ticketing system for my new company. I am familiar with MS CRM, so I want to achieve some of it's features (and others that don't have), and I want to know if it's possible to do them with OTRS. - Show empty queues: I want all the queues to be displayed, even if they don't have any new ticket. - Create Views, for showing, for example, all resolved tickets of a certain queue. - Add some kind of 'Lookup' field, in order to relate a ticket to a FAQ article. (I need this because I want to tag a ticket with the article that has been used to resolve it) - A multilevel selector to select the category of the incident/ticket (i.e: hardware/HD; hardware/screen/dead pixel;Software/Office...) - 'Attach' a ticket to the calendar (In order to meet the customer to resolve it) The first and the second one are the most important for me. Any clue on how to achieve them? Thanks in advance