Hey Jean, As I was facing a scenario similar to the one that you describe, I just created a proper cron job which runs in certain intervals and unlocks all tickets in status "locked". Simple but effective solution against agents forgetting to unlock tickets at the end of a day J With kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella@studienkreis.de mailto:mgrzella@studienkreis.de www.studienkreis.de http://www.studienkreis.de/ AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Jean BROW Gesendet: Dienstag, 30. April 2013 11:00 An: User questions and discussions about OTRS. Betreff: [otrs] Locked tickets - how to disable Hi, Anyone know how I can disable the possibility to "lock ticket". I do not want agents to be able to "lock tickets", as they often do this and forget them. Any suggestions?