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