I've had over 10 years experience each in Consulting, and in Support, as well as another 2-3 as a local admin.
In nearly every circumstance of using software, you run into a situation where you're faced with the option to make a custom solution. Your initial reaction may be to jump in, but I say "Hold on there! Let's think about this. If you DO, will you still get support?" Technically, once you've customized a solution, support can say something like "You're no longer supported - you modified the product" but, can you get around this?
Almost always - the answer is YES!
Let me share with you a few ideas on how this can be done, from the inside perspective of a former Backline Support engineer at Symantec, and current consultant at XCEND. I hope it helps.