If the ticket locks after he sends it, It should got away. After he sends the reply, have him either lock or unlock the ticket. I'm sure it will go away after this. Thank You Erik Mathis ITS Member emathis@aiuniv.edu -----Original Message----- From: Charles R. "Rusty" Thompson [mailto:charlest@indysoft.com] Sent: Tuesday, April 08, 2003 4:16 PM To: otrs@otrs.org Subject: [otrs] New Message Indicator Question One of our techs is getting confused. A customer sends in a support request and is assigned a ticket #. The Tech moves it to Tier 1 Queue then replies. Customer replies back, the You Have 1 New Message indicator shows. Tech replies to that... the new message indicator remains. Sometimes I have the new mail indicator even after I've read a message. What trigger makes this message go away? Opening the mailbox, zooming a ticket, replying? We can't seem to figure it out. The tech can never tell when he really has a new message because of this. CT _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs