My goal is to have a "preferred tech" for each of my queues. An agent would take new tickets in a specific queue and change the owner and lock the ticket so that the preferred tech has a chance to look at it. It the preferred tech doesn't respond, the auto unlock feature for OTRS will open it up for all the other techs. The problem is that I can't seem to get it to work. If I use the GUI agent interface, the ticket gets locked but not assigned (change owner) to the tech. If I create an agent, the owner gets changed but the ticket doesn't get locked. Here's my custom agent code... @QUEUELIST = ("White Rock","Surrey","North Van"); @QUEUETECHNAME = ("richard","rcg","Atul"); @QUEUEEMAIL = ('%whiterock@techmedics.ca%','%surrey@techmedics.ca%','%northvan@techmedics.ca%'); 'assign owner 1' => { Queue => 'Raw', Locks => ['unlock'], States => ['new'], To => @QUEUEEMAIL[1], New => { Locks => ['lock'], Owner => @QUEUETECHNAME[1], Queue => @QUEUELIST[1], }, }, As you can see, this agent moves and locks the tickets based on the address the ticket was sent to. This allows me to have tickets automatically assigned to specific queues. Personally, I'd rather have this work using the GUI tool since it will be much easier to manage for non-linux people. Richard Giroux IT Manager Whitelaw Twining 604-443-3464 (direct) rcg@wt.bc.ca http://www.whitelawtwining.com --------------------------------------------------------------------- This e-mail message is directed in confidence solely to the person or entity to whom it is addressed. The contents of this e-mail may be subject to solicitor-client privilege. All rights to that privilege are expressly claimed and not waived. Any review, retransmission, dissemination or other use of the contents of this e-mail by persons or entities other than the intended recipient is prohibited. We would appreciate a reply if this e-mail has been delivered to someone other than its intended recipient. ---------------------------------------------------------------------