Hi there! While most of the incidents can be handled with prompt, on the spot answers it is not hard to imagine a case where an incident needs more research for some of its issues while quick answers can be drafted for the others. Also, the operator may be in the process of finishing writing the answers when something comes up and he must leave. He has to copy the text already composed, save it somewhere (a .txt or in a note attached to the incident) and then copy it back and finish the answer. So, what about a Draft status? What about a Save without sending checkbox (default unchecked)? Looking forward to Final 1.1, Florin __________________________________________________ Yahoo! Plus For a better Internet experience http://www.yahoo.co.uk/btoffer