Hello Michael, What Art recommended you might be a solution but not in order to see the owner and the state from the queue view. If you need to see all the tickets and to see also the state and the owner you can define some Search Profile templates (do it in Search section). I must say I am also interested in displaying the state and the owner in queue view but I couldn't find a way till now. Cheers, Daniel --------- Friday, October 7, 2005, 6:24:02 PM, you wrote: Michael> Hello: Michael> We are using OTRS as a frontline trouble ticketing system between a tech Michael> support department and outside customers. The present method of hiding the Michael> tickets from the group when an individual has ownership or a lock is causing Michael> us some issues because of shift changes and other things. Michael> Is there a way to have all tickets, including those opened and owned by an Michael> individual, displayed at all times? In addition, is it possible to show the Michael> ownership and ticket state (new,open) as well? Michael> Thanks, Michael> Michael> Mike Smith Michael> -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/