Gerold: Thanks for your response. The links have been fixed (I was home sick yesterday and didn't check the links before I sent out the initial email: my apologies): http://www.bol.ucla.edu/~jmaher/otrsIssue/index.html As far as upgrading goes, I'm more concerned with the cause of the problem, and I have nothing to indicate that it's specific to the version I'm running. Unfortunately we're in the middle of a major upgrade to our infrastructure that's impacting over 50,000 users and right now I just need to know what the problem is: I'm not in a position where I can afford to upgrade the application and have the problem continue. My hunch is that it has something to do with how OTRS is interfacing with the data. Once again, any assistance in figuring out where the tickets went and how to get them to show up in the UI would be greatly appreciated. Thanks again, John Maher | BOL Coordinator | jmaher@cts.ucla.edu