I'd like to add a modification so that when an agent is on tickets.php?status=open they can print out a summary of all open tickets. This summary would have the name, date and time, and the original issue in a table format fit for printing.My question is this. Would it be better (faster, easier) to modify the tickets.php file to add this or should I write a plugin? Concerning each recommendation, what is the best way to start this project as well?