Hi Folks, first of all, thanks evryone in advance how can help me. My Situation is, that i have round about 200 open and new Tickets. Not all of them are locked by an Agent. Now I want ot have an overview off all unlocked Tickets where the customer have done some request to the ticket. For example. A customer sends an request to our OTRS-System. But this request will not get locked by an Agent. Because there is so much work And after a while the same customer will send to the same ticket a request to get to know the state of work. But now one answer to him. And after a while he send the third request to the same tickets....and so one. Perhaps this could be done by a datanbase query. Hase anyone some experinece with that. Thanks a lot Bye Marvin