Hello - Thank you for an excellent package. I am working on CVS 1.3.x, and have some questions about the agent interface. Please forgive the length. I have scoured the documentation for information but I am still a little confused. Hope someone can help. * What is "My Queues"? No matter what I do I cannot seem to get the increment to change from 0 to something else! * System-wise, what is the difference between the "QueueView" and the special "New Message" and "Locked Tickets" views. * Why does the QueueView show a list, but the PhoneView go directly into a new Ticket form? * Is my understanding correct that: -- QueueView is to show you a list of queues, which contain non-locked tickets which are owned by you or anyone. -- When I lock (grab, take) a ticket, it no longer shows up in QueueView, but "moves" to my special "New Message" or "Locked Tickets" views. -- The buttons New Message and Locked Tickets show tickets owned by me which I have locked and am working on. ... if not could you please set me straight. * How does config.pm setting $Self->{QueueViewAllPossibleTickets} = 1; affect the QueueView? If I set this to 0, would I not then be able to view tickets owned by other agents in the Queues? * I read about these ViewableLock settings for config.pm. What is the effect of having "'lock'" added in? When I had this, it seemed like it broke the "New Message" or "Locked Tickets" views. Is that true? # $Self->{ViewableLocks} = ["'lock'", "'unlock'", "'tmp_lock'"]; $Self->{ViewableLocks} = ["'unlock'", "'tmp_lock'"]; Appreciate your help and assistance. Regards Rick