Well, it's kind of an old post, but I can try to answer all the same, cause maybe it can be useful for others to know. To only allow an agent to add a note without rw permissions, you can change the SysConfig. I'm using OTRS 2.1.7 and it can be don through the web interface, for older version maybe you'll have to edit the config files manually (or maybe it's not possible at all) B.1.1. Core B.1.1.23. System::Permission Description Value Description: The different system permissions of the agents in the system (also possible in addition is note, close, pending, customer, freetext, forward and bounce - rw should be the latest in the line). Group: Framework Just add note to the list of default permissions (remember that rw should always remain last in the list Hope this will help :) -- Gabriele D'Andrea