Our OTRS helpdesk has been live for 1 week now and has splendidly handled over 3200 tickets plus a few hundred I deleted form the database (eagerly waiting for the bulk facility!) Can anyone answer the following: 1/ occasionally ie not regularly enough to form a consistent pattern, tickets will reopen themselves! In the ticket history you can see the ticket being closed and then marked as open again. Why does this happen? 2/ is there a way to remove queues from the custom/personal queue box in preferences. I set a queue to receive notifications from and now I don't want them but it seems I have to have something in there now!! Is there a way around this? 3/ there appears to have been a mail loop problem and there was a situation where tickets were bouncing back and forth to a particular user. The only auto-response set is on new tickets so I'm not sure why this happened. What I want to know is, is there a way to suspend OTRS or at least the mail handling in order to delete the looping mail? Thanks guys and keep up the good work. Philippa Strange