Hi, A new OTRS installation includes in ADMIN -> States a state named "removed" of type "removed" with comment "Customer removed ticket.". My expectation, after reading the aforementioned comment, was that this state is used by customers when they need to signal that a ticket should no longer be considered by agents. So it would be something like canceling the ticket for any reason as opposed to closing it which implies a resolution (successful / unsuccessful). My expectation turned out to be invalid. I used many / most of the views available in OTRS and most of the available ticket states and never saw "removed" available in either customer or agent GUIs. So this begs the question... what is "removed" used / designed for? Is it used by ticket archival mechanisms? Is it a dead entry not actually used anywhere in OTRS in its out-of-the-box configuration? Does anyone know? Thanks, bogdan