There is a bug in AgentPhone.pm that causes the "Is Ticket Answered" value to always display "Yes" regardless of what is set in the database. Open a ticket with "Contact Customer", set the "Is Ticket Answered" to "No", submit, and reopen the ticket. You will find that it still says "Yes". If you back out of that screen and view the ticket with "Compose Answer" it will display "No". The routine for AnsweredYesNoOption works properly in AgentCompose.pm but not AgentPhone.pm Tyler Hepworth