Hello Martin & all, I mentioned in my email a while ago that it would be nice to be able to merge the tickets, and you asked how would I imagine that. So here's my brief schematic. #1001 TicketA: email1 note1 (2004/1/1) email2 (2004/6/6) note2 #1002 TicketB: email3 (2004/5/5) #1003 TicketC: phone4 email5 Make TicketB the child of TicketA (link parent/child); Make TicketC the normal link of TicketA (link normal). If I zoom TicketA (the parent) I see: TicketA: (linked with [#1003]) [#1001] email1 [#1001] note1 [#1002] email3 <--- this is merged from ticketB [#1001] email2 [#1001] note2 (all articles of ticketA and ticketB, sorted by time and merged) Adding new entries, email, etc would add it to #1001/TicketA. Changing the state of TicketA would change all children (close, pending, move to new queue, etc). Pending reminder would be set on them all too, but only parents would generate an email alert, or show up in the escalation window. (Basically merged tickets became one, and the parent is the representative. Maybe they should even get a new state "merged" which would stay so until they're closed.) Zooming ticketB would show the same as TicketA, but lines not associated with TicketB would be grayed out and not accessible. New entries would be added to TicketB (but they obviously would show up immediately in TicketA's display, too). This way it is possible to update children separately. (But an alert line would be useful: "This is a merged ticket, consider updating #1001, the parent ticket!") Alternative view (preferably by user setting) would be switching off the grayed out "parent entries" and only show a line "Parent ticket is #1001" TicketA/TicketB and TicketC relation is the same as now: only the reference link exists between them to and fro. This way it is possible to merge tickets (make child/parent), update them separately, and if required dissociate them again. Multiple level child relatin should be possible, but I am not sure how fast the implementation would be. (Like a master ticket gathering articles from several multiple level deep children... hmm... my db machine would probably just choke and die :)) -- Now using M2, Opera's e-mail client: http://www.opera.com/m2/