You have to perform an action on the ticket. i.e. Add a not or send an email for the new message count to go away. _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Chris Trolitsch Sent: Monday, June 18, 2007 6:40 PM To: otrs@otrs.org Subject: [otrs] New Message/Caching Problem Hope someone out there can help. Running 2.1.4 (Linux) and for some odd reason my New Message counts are not going down once I either zoom into the ticket to read the response. It only seems to reduce the number if I act upon the ticket/change state etc and sometimes not even then. As a newbie to the OTRS system I am a bit at a loss, I have scowered the docs and last couple months on the list. Thoughts, maybe I am just missing something right in front of me :( Chris Trolitsch - QA/Support Manager with Semotus Systems, Vancouver Division