So, fundementally I am at a loss for what locking a ticket means. When does it happend and why? How do queues relate to Locking and incoming mail? Why is it "new message" and not new ticket in incoming queue? Doesn't a message automatically become a ticket and get inserted into the correct queue. Shouldn't it be "new ticket"? Why are locked tickets listed at the top of the menu next to incoming tickets? Is that the same as ownership? Why do queues in QueueView show only new tickets and not open ones? Is that tickets that are not "owned"? Don't I also want to see the stuff I am working on (ie open tickets)? by queue and not just by how I work on them? Summary: Basically, I am looking for an explaination of the general/abstract model. Mostly my questions come from not understanding your data model. Again, so far, looks really cool. Thanx Nicholas