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Enable the use of a photo / thumbnail / picture from Active Directory as an alternative for Gravatar.
These are stored in the thumbnailPhoto field and could be mapped to a field in OTRS when syncing LDAP.
I suggest you implement binary clipboard paste support for other browsers than Firefox.
See e.g. http://snag.gy/ which can do this (native in Firefox and Chrome, and with a Java applet for MSIE).
Both agent and customer frontend.