I've just realized that my OTRS system is defaulting to "closed successful" whenever an Agent replies with a Response Template, including the default "Empty Answer" one. After much troubleshooting I found the problem, and searched Bug DB... found it has been reported multiple times. Bug 4433 reports being the fix, by modifying "Kernel/Modules/AgentTicketCompose.pm" to new rev 1.81.2.3. However, when clicking the provided link to view 1.81.2.3 of AgentTicketCompose.pm, the faulty code is still present. (An if/else structure that causes the passed StateID to always be the next state, as opposed to the state defined in DefaultState parameter.) I am not a registered user and am not sure that 1.81.2.3 is actually the latest version, but I want to make sure the fix is in 2.4.6. The bug description claims 1.81.2.3 contains the fix - it doesn't look like it does. (The suggested fix works on my system.) Is this a cvs commit error, or do I misunderstand? Thanks in advance, MikeM