Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim@pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Wednesday, October 31, 2007 5:00 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 64 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@otrs.org You can reach the person managing the list at otrs-owner@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Let OTRS mail external notify (henry@gamerzday.nl) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) ---------------------------------------------------------------------- Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: henry@gamerzday.nl Subject: [otrs] Let OTRS mail external notify To: otrs@otrs.org Message-ID: <20071030135034.6c09e171@gamerzday.nl> Content-Type: text/plain; charset="us-ascii" Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry,