Hi Brian and Aris, Setting the ticket unlock time to 1 minute worked for me. I also set a cron job to run the "UnlockTickets.pl -all" script every 10 minutes just to make sure that they don't get missed. Now I just need to find out how to disable the notification of "Ticket lock timeout" everytime your create a ticket. Getting that email everytime you create a ticket is rather irritating. It would be a good feature request to allow tickets to be created without locking them. Theunis _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Aris Sent: 27 November 2008 06:10 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Question about "My Queue" Brian, Can you explain a little more about the first part of your question. For the second part of your question: The Queue property is "unlock timeout " in Queue Settings. If a ticket was locked by an agent, you can specify a time interval when the ticket is unlocked automatically by the system. see otrs documentation --> http://doc.otrs.org/2.3/en/html/x937.html For example, you can set ticket time to unlock to 1 so tickets are unlocked after 1 minute. (default is 0 - no unlock) Hope this helps, Aris ---------------------------------------------------------------------------- ---- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brian Sent: Wednesday, November 26, 2008 1:33 PM To: otrs@otrs.org Subject: [otrs] Question about "My Queue" I've been searching the mailing list and google for the past few days. Someone has asked this question but never received an answer. So I'm trying to find out if the function of "My Queue" can actually serve a purpose and all tickets owned (aka created) by a user can appear in their "My Queue" this way it is easy which tickets you have taken as an agent from the raw queue. Also I was wondering if there is an option to not lock a ticket after it has been created/moved/edited etc, that it must be manually locked. Thanks, Any help is appreciated!!!