Hello all and happy new year everyone,     I'm in the process of deploying OTRS::ITSM on the company I work for here in Brasil and I'm really amazed by the strengths and flexibility OTRS provides.     Have a few questions and in case some of them should be directed to any of the other lists, I appologize for that in advance.     1) Is there any doc pointing out the initial steps of "Ticket workflow feature"? In case not, I'd apprecite to get any suggestion on how to start playing with that.     2) The Criticality <-> Impact <-> Priority matrix is built assuming that the higher values are the ones to reflect the higher occurences (5s for very high) but according to a global process we have higher Criticalities/Impacts/Priorities should be logged as a lower value (1s for very high). All that to get to the question: Is that easy to change around?! I tried to find it in the system config but had no success...     3) Is there any roadmap info on where the next versions are aiming to go?! I ask that cause I was just about to sign a contract with one of these comercial SaaS ITSM products when I found OTRS... Among all the miracle features only a Open Source project can provide, I found that (I think...) there is no APIs for automating the collection of network attached CIs via snmp or other Win32 script. In case you're not planning to add some/all of those in the near future, I'd be more than happy to jump into it and give it a try. TIA Best Rgds, Estevam Viragh estevamviragh@yahoo.com.br ____________________________________________________________________________________ Veja quais são os assuntos do momento no Yahoo! +Buscados http://br.maisbuscados.yahoo.com