I would like to add a new pending state to my OTRS installation, essentially we want to rename the existing pending state to "pending agent" and the new one to be "pending customer" The docs are rather vague on what exactly needs to be done to add a new state (though I did see that it looked easier with the ITSM modules installed - would anyone recommend this?). Has anyone added new states or can anyone offer any advice on adding new states. Thanks Steve -- Steven Carr Engineer - Khipu Networks Ltd. support@khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007