It is nice to have a clean, browser-independent ticket system that interfaces so nicely with e-mail. (We've never had a ticket system at all before, so I would have liked nearly anything, but OTRS looked like the best fit for us anyway.) There are a few questions I have, though, that the documentation is not quite clear on: 1. Is there a way to set it so that a given ticket will automagically be assigned an owner (other than root)? Maybe on a per-queue basis? 2. It seems that I have to go through Utilities to see all open tickets. It would be nice to see all the tickets that I own when I log in. 3. How do the "next ticket states" work? I set a ticket to "pending auto-close+" but the ticket did automatically close. If someone could describe each possible ticket state, that would be helpful! 4. What is the purpose of locking and unlocking tickets? Is a locked ticket unavailable to anyone but the owner? Sorry if these have been asked before, but I couldn't find a search mechanism for the list. TIA, Mike -- Mike Edwards, MIS Edwards Graphic Arts 2700 Bell Ave Des Moines, IA 50321 voice: 515.280.9765 x128 fax: 515.280.9631 e-mail: Mike.Edwards at ega.com text pager: medwards at vtext.com (160 char limit)