Dear All I need to customise certain areas for agents ie. New Phone- or Email-Tickets. I would like to add a few drop downs such as "OS" and "Software". However, I'm confused about the correct way of achieving this, because although it kind of works, I don't understand why! This is what I did: 1. I found the relevant "TicketFreeText" sections and changed "TicketFreeKey1" & "TicketFreeText1" (via Admin, System, SysConfig...). 2. I manually changed the relevant "..\otrs\Kernel\Output\HTML\Standard\AgentTicketPhoneNew.dtl" and "AgentTicketEmail.dtl" files, uncommenting the relevant lines: <tr> <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> </tr> 3. Finally, I also added to my "..\otrs\Kernel\Config.pm" the following: $Self->{"TicketFreeKey1"} = { '' => '-', 'Hardware' => 'Hardware', }; $Self->{"TicketFreeText1"} = { '' => '-', 'Server' => 'Server', 'Workstation' => 'Workstation', 'Laptop' => 'Laptop', 'PDA' => 'PDA', }; I now have 2 dropdown boxes, one with just a selection "Hardware" and the other with selections "Server, Workstation...". What I wanted to achieve was a label "Hardware" and then a dropdown with "Server...". Also, do I really have follow all these stages? I also think my scripts are a little wrong. I'm also confused about is which files the admin through the web interface changes. Many thanks for your help - I've tried my best, but now I need wisdom :O)