Dear Bogdan, I cannot tell you what the "official" purpose of the "removed" state is. I use it to close tickets that never should have been created, like spam or duplicates (created by using different mail addresses that funnel into otrs). For spam I told our agents to use the queue "Junk" and activated/creates a GenericAgent job that gives everything in queue Junk that does not yet have state "removed" the "removed" state. In addition I added "removed" to the states possible for closing tickets (in my VERY old version of OTRS that's done in Config.pm via a line $Self->{DefaultCloseNextStateType} = ['closed', 'removed']; ). Thus when an agent closes a ticket, in addition to "closed successful" and "closed unsuccessful" there's also the possibility of "removed" as state. You can add the "removed" state to the allowed list of other actions too. Hope that helps a bit, Susan