Thanks for your replies. I manage and resolve tickets in SAP that was created by customers (the customer rep created for them on their behalf). Things like logins issues, machines not displaying in their account, wrong location, how to navigate in their online account to order supplies... I do reply on several manuals to assist them. Not really technical but more of the functional aspects of the software we use and SAP. That's why I think it fits with 2282. 1225 dont really match as I dont negotiate contracts. what do you think?