Hello, Thank you all for doing such a great job on OpenTRS. I have some questions I was wondering if you could answer. 1) I noticed in the AdminArea, there is a 'Status defs' option. Are these ticket states? Because I added one that said "Waiting_for_user_reply". When I go to my QueueView to send a response, I was not able to assign "Waiting_for_user_reply" as a ticket state. I only saw the 3 normal ones, "Open", "Closed Successful", and "Closed Unsuccessful". If the 'Status defs' were not ticket states, what are they? 2) Also, I have a related question. We use OpenTRS as a technical support helpdesk. Most of our users never reply to tell us that the problem is fixed. Is there a way to mark a ticket as "Waiting_for_user_reply" and set an expiration date of 2 weeks. If the user replies with more problems within two weeks, then the ticket is open, or else, the ticket becomes closed automatically. How can I implement this? 3) I was wondering if there was a way to change the ticket number after it has been assigned. Lets say I have a user who asks me a question. I answer it and then marked the ticket to be closed. When the user replies, the user has a related question. However, since the ticket is closed, a new ticket number is assigned. I would want to change the ticket number to be that of the first email. Can we have an option to change the ticket number? Or how can I implement it myself? This question is similar to merging tickets. 4) Is there an easy way to look through old closed tickets without searching for them? I think it would be really helpful to have an archive link that would bring up a page with a few folders that correspond to ticket states. Emails that were marked closed successful would all be in a folder and tickets marked closed unsuccessful would be in a folder. I think this would be a useful tool. Once again, I want to say how much I admire your hard work on OpenTRS. It is a great product. Any response to this would be greatly appreciated. Best Regards, =Diane