Hello all, in our OTRS implementation we are planning to only use "pending reminder" status, togeter with "close" and "open". I have two questions for you: a) There's a way to have the "pending reminder" tickets reopened automatically at the end of pending period? I've try with Ticket:StateAfterPending in Core:Ticket with no success. Should I use the generic agent for that duty? b) Furthermore, there's another way to set manually the status to "open" other than using "compose answer" and set the new status? This, because we don't want let the customer know that ticket has reopened. Ciao, d. Daniele Carnino ICT - Architetture FIAT Services S.p.A. Corso Ferrucci, 112/A Block 1, 5th Floor, Room 540 10138 Torino - Italy Phone: +39 011 00 58 107 Mobile: +39 335 635 06 40 Fax: +39 011 00 57 525 SkypeId: cardanico69 P Please consider the environment before printing this mail note