Nice, thanks for the link and for your contributions to OTRS, it has improved workflows tremendously on both companies I've set it up on. I've messed around on

Nice, thanks for the link and for your contributions to OTRS, it has improved workflows tremendously on both companies I've set it up on. I've messed around on some of the source and template files for some dirty hacks over the years and did get the impression of it being very well structured and with pretty clear separation of concerns even though I'm not a Perl coder.