I assume, and it appears, that you are very familiar with the functionality of osticket."sigh" :-) v1.6 does not have the ability to add attachments. obviously v1.10 does.don't take you personally, it is meant as a you as in osticket in general.oh you mean those departments. ;-) if I create a new department and call it, say, admin, would I be able to give it the universal permissions I am after? our administrator monitors all tickets to insure they are being dealt with. we also like to search ticket history to see if we have an on going issue that keeps repeating.has anyone thought of writing an online instruction booklet covering a majority of these functional questions?