I am working on some patches to otrs to make it fit in with our existing workflow, and was curious if anyone else had done work in this area or would be interested in integrating these patches (I'm making them configurable of course). Currently Working: Unlock Agent's Locked Tickets at logout (or more precisely when the session is removed) Going to Work: Unlock a locked ticket on follow-up if the ticket's owner doesn't currently have a session. This allows the evening shift to pick up where the day shift left off. If there is a better solution to this problem than what I have suggested I am all ears. Once I complete my work I'll post my patches here. Regard, Michael Grubb