Hi it's me again ;-) Perhaps I am a little bit confused because of looking into the sources the whole weekend. Possibly a short question on "defaults for compose message" (Defaults.pm) The AgentCompose.dtl is always taking "open" (Next state of ticket). I know this has worked before. # --------------------------------------------------- # # defaults for compose message # # --------------------------------------------------- # # default compose next state $Self->{DefaultNextComposeType} = 'closed'; ... # next possible states for compose message $Self->{DefaultNextComposeStateType} = ['open', 'closed', 'pending auto', 'pending reminder']; ... The same with # PendingDiffTime # (Time in sec. which "pending date" shows per default) [default: 24*60*60 -=> 1d] $Self->{PendingDiffTime} = 168*60*60; The pending time is always 24 hours?! Did I oversee something? Cheers, Marc