Hi Marvin, I am fairly new user of OTRS myself but I believe that you can do the following: As an agent that has access to all queues (where you supposed unlocked tickets are) go to : Tickets -> Status View Under “open tickets” you can use the filter on the “LOCK” column and search for “lock” or “unlock” tickets. Best regards, G. From: otrs [mailto:otrs-bounces@lists.otrs.org] On Behalf Of otrs otrs Sent: Tuesday, October 25, 2016 8:58 PM To: otrs@lists.otrs.org Subject: [otrs] How to query unlocked Tickets with unanswered customer request 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 ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank