Hi all, to ensure that working on tickets is done in a proper way, I think it's important that tickets are assigned to agents with the possibility of and the need of appending significant owner-change-notes (this feature is already implemented in OTRS). But I miss the feature of adding a note when I do a ticket unlock - this note should explain why I do an unlock and why I through the ticket back in the open queue rather than assigning the ticket to another agent. I think it's no problem to disable the unlock-feature through the use of ACLs, but that's not the solution. The same applies to the change of priority - these changes should nearly always be explained within a note. Another favourite question - please can anybody give me a hint: How is it possible to change the ticket priority without the need of having the ticket ownership. Thank for your replies, Alex