Hi, I created a phone ticket, set state to pending and locked it. This ticket is shown within my "new tickets". Why? I think the reason is that phone-tickets have article-sender-type 3 (= customer). Standard-behaviour of OTRS is that always, when the last communication is from customer into OTRS, then the ticket is displayed within "new tickets". But I think this is not wanted in this case. A Service-Desk-member toke the phone-call from the customer and pertially answered his requests. So the ticket is not new. What is the intention of the OTRS-developers for this behaviour? Bye, Alex