Hi Anders Search for [itsm] Internal SLA's in google or with your search engine. There you will find all the steps to do this and hopefully later will be able to do it without altering the code as Nils said. Cheers! María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra@iica.intmailto:Alejandra.Piedra@iica.int De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Nils Leideck - ITSM Enviado el: Martes, 08 de Junio de 2010 02:41 a.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] Remove the SLA field Hi, On 08.06.2010, at 10:37, mailto:Anders.Bakke@hibu.no> wrote: Just wondered how you remove the SLA field from the customers when they are creating a ticket If you have the Service-Feature enabled this is not possible in the current version of OTRS without modifications to CustomerTicketMessage.dtl. PS: This will be an config item in SysConfig with OTRS 3.0. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.netmailto:nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project