Dear All I am trying to define the workflow for my Support Dept. & Accounts Dept. agents. All successfully closed tickets need to be billed to the customer. What's the best way of doing this using OTRS? One idea, when Support agents close a call, the ticket could be auto assigned to a "billing" queue so that our Accounts Dept. can monitor this queue and create bills from closed calls. Another idea is to get Support agents to move the ticket from one queue to another (from "Support" to "Billing"), but knowing my agents they are more likely to use the "close" link! I need to somehow capture all closed tickets so that Accounts can bill customers. What's the best way of me doing this? Any ideas you have would be really appreciated. Many thanks