Hi. Our agents need to have the Priority link in TicketZoom even if they're not owners of a ticket. I thought this ACL could help: # ticket acl $Self->{TicketAcl}->{'ACL-Priority'} = { # match properties Properties => { }, # return possible options (white list) Possible => { # possible ticket options (white list) Action => { AgentTicketPriority => 1, }, }, }; I inserted it to C:\OTRS\OTRS\Kernel\Config.pm just above the following line # ---------------------------------------------------- # # fs root directory saved the file and restarted Apache. However, when I logged to OTRS and zoomed into a ticket not owned by me, I didn't see Priority on the Actions pane. What am I missing? Thank you. Ilya