Hi! I want to have another default state for agent answers and discovered the ACLs for influencing OTRS behaviour. Only the mentioned states are shown but unfortunately I can reorder the States as I want, OTRS still takes "closed sucessful" if available as it ist he global default. Can I tell OTRS via ACL what the desired order of states should be or at least, what the default state is? $Self->{TicketAcl}->{"testTicketState"} = { 'Possible' => { 'Ticket' => { 'State' => [ 'in Bearbeitung', 'closed successful', 'closed unsuccessful', 'open', 'pending auto reminder' ] } }, 'PossibleNot' => {}, 'Properties' => { 'Queue' => { 'RealName' => [ 'Marketing' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Regards Martin