It would be really cool if you could add buttons to forms. The button could have two parameters, Label and URL. The url is just a place for you to put an HTTP url in it. The URL should be able to recognize and support ticket variables and put them into the URL as a string. Of course, you would want to sanitize the url or at least provide that as an option (for security reasons). It would also be great if the URL allowed multiple URLs to execute in the same button click.Why would this be cool?This would allow OST to integrate seamlessly with other business systems. Most systems have HTTP APIs. So you can pass whatever data you want from OST to another application. These would execute in the background and not actually navigate you to the URL. So you'd need the button to show a confirmation that the HTTP request was sent so that you don't click it a million times.Examples of cool integration ideas:BPM solutionsOST is great because it is a powerful, simple, free solution. but it doesn't do everything. I have these great custom forms in OST that can collect data very carefully for specific help topics. But then I have to manually process that information. What if I could use just pass that information into a program that processes it for me?There are several powerful opensource BPM solutions already out there that have free community editions:http://www.bonitasoft.com/products-v2#about-bonita-bpmhttp://www.intalio.com/http://www.processmaker.com/http://activiti.org/and more!An example:Let's say that someone sends the helpdesk a ticket for a new employee setup. They fill out the form with all of the needed data including:What building the employee is in, floor and desk numberWhat systems the employee needs access toetcA helpdesk rep would then need to do all of this setup manually and try to remember the policy of the day to make sure it is done right and in accordance with business policy (which can change often). Some systems need manager approval to grant access, for example.With this button idea, the helpdesk rep could just add a form to the ticket. Find the form called "newHireSetupExecution". Once that form is added to the ticket. The helpdesk rep could see that button and click it. Then all the data is sent to a workflow in one of the BPM tools I mentioned.Systems that don't need approval get added access automatically or a ticket is sent to each appropriate admin requesting those adds.Systems that need approval have approval requests send to the decision makers (maybe in the form of OST tickets or the approval systems that some of these BPM systems come with already).Once approval is received, the systems are then added or assigned to the right admin.A ticket is assigned to the desktop tech in that building with just the info needed to bring the PC, monitor, phone, etc to that desk on a certain date and it tells them what software the employee needs.An email is sent to the employee's manager that includes helpful info.An different email is sent to the employee with all the welcome info for the company. Maybe even with nice things like a map of the area and the nice places to get lunch!If done right, all of these steps could be logged in the activity thread of the original ticket!example: Approval Request sent to manager: Jaimie FoxApproval Request granted by manager: Jaimie FoxOST ticket #32134 assigned to admin: Jeff DanielsOST ticket #65465 assigned to local desktop tech: Jack DanielsNew Hire Welcome email package sent to new hire: Ned Flanders, etc...There may be better ways to get this type of integration but I was trying to think of the easiest way to do it with the fewest and smallest changes to the existing system. It would also be cool to allow these url API calls to be triggered on certain events. Like when a ticket is saved or closed call a BPM workflow.A way to do this now without any changes to the system is to make canned responses and format the email carefully with variables. Then have a workflow monitor a special inbox. Then use that canned response and add that special mailbox to the recipients. When that workflow gets that email then it parses the data out of it and runs the flow. The negative is that you then expose your email API to everyone who looks at that ticket. So make sure your workflow checks to see that the email came from your OST system mailbox. Since an email "from" field can be spoofed, you may need to consider that a skilled attacker could exploit that.