Customizing OTRS list views

Probably if you get here, you already know about OTRS. One of the most powerful and most used help desk and incident tracking system, and much much more you can learn about in www.otrs.com

I have been using OTRS for some years at my company for both internal incident tracking and customer service. Though it's a very powerful system, with good ITIL capabilities from early versions, and very customizable in some aspects, there are some kind of customizations that are a bit tricky, at least they were for me, and I am covering one of those in this post.