Greetings, In our OTRS installation some years ago, we configured several custom "close" states. Since then we have been putting up with (unable to solve) a problem where ALL new tickets want to start with a "Next Ticket State" of the first in the list of these custom close states. As you can imagine, this creates a problem where new tickets are created as closed if the agent isn't vigilant! I have verified configurations more times than I can count. There is absolutely NOT A SINGLE piece of configuration that should be responsible for this, and yet it is happening. So my question for the list is - What weird, off the wall, shouldn't-happen-but-it-does ways of impacting the default Next Ticket State of *ALL *(/both phone and email/) new tickets created/through the agent UI/ be set to a value other than that specified in the SysConfig parameters? Permissions? Missing settings somewhere else? Something making type "open" not function properly? Cats with lasers? ZZZAuto.pm: $Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} = 'open'; -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information& 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------