Hello List, Maybe someone does have some quick answers to these relatively straightforward quick questions ... 1 - Why when I forward a ticket article, I only have access to a limited list of status (4 out of 8) ? 2 - When I send an email via empty answer or forward, there is no way to flag a priority to the email ... even though the case itself has an high priority to it ... 3 - when I set a status of 'auto close +' on a ticket in my queue, after the timer is passed, it doesn't close the ticket but tells me the pending date is passed since (- days + hours). I kind of remember some entries where that might be configurable, just don't retrieve them anymore. I probably missed to activate the trigger to start the auto close + feature ... Hope someone can point me quickly to those little ajustements. Merci ! Laurent