Hello, this is my first post, we just got OTRS up and running and we are now starting the configuration and testing process. We have 1.0.2 installed. First question: It concerns me that when I am creating a reply to a customer, my email message in the window shows "> " instead of "> " at the beginning of each quoted line. In case your email client was smart and fixed what I typed, remove the spaces between these characters to see what I'm saying: " & g t ; " Second question: Ticket locking-- What is it and why? I've read the documentation and it doesn't speak much about Locking. The reason why I ask is that when I reply to an issue, the ticket seems to get locked making a follow-up reply from the customer not appear in my QueueView (I also don't get notified of the reply from the customer). I have to go in and unlock the message before I see the reply in my Queue. I think I'm just not understanding ticket locking. My goal is to A) get notified of follow-up replies and B) have all follow-ups appear in my QueueView. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com FCP offline, Symphony online... with no pesky EDLs! Finally! http://www.automaticduck.com/products/auto_seq_export_pro/