Hi all, just for your information... With PostmasterFollowUpState you can set a state that should be assigned to tickets that received a follow-up. For me, it's very important to distinguish between follow-ups on opened and already closed tickets - that's not possible with OTRS. So I mad the following extension to realize different follow-up-states: Added to ~/Kernel/Config/Files/Ticket.xml to make a new follow-up-state for closed tickets available over the SysConfig-GUI. ##_ extra Status fuer die Wiedereroeffnung geschlossener Tickets <ConfigItem Name="PostmasterFollowUpStateClosed" Required="1" Valid="1"> <Description Lang="en">The state if a ticket got a followup and was closed.</Description> <Description Lang="de">Status fr ein Ticket, für das ein Followup eintrifft das derzeit geschlossen ist.</Description> <Group>Ticket</Group> <SubGroup>Core::PostMaster</SubGroup> <Setting> <String Regex="">open</String> </Setting> </ConfigItem> ##_ ende Edited ~/Kernel/System/PostMaster/FollowUp.pm about line 100 to consider the new parameter. $Self->{LogObject}->Log( Priority => 'notice', Message => "Ticket [$Param{Tn}] unlocked, current owner is invalid!", ); } # set state ##_ FollowUpState soll unterschiedlich sein, je nachdem ob Ticket bereits geschlossen ist oder nic ht ##_ my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open'; my $State = $Self->{ConfigObject}->Get($Ticket{StateType} =~ /^close/i ? 'PostmasterFollowUpStateClosed' : 'PostmasterFollowUpState') || 'open'; ##_ Ende if ($GetParam{'X-OTRS-State'}) { $State = $GetParam{'X-OTRS-State'}; } That's all - it works fine. With this posting, I hope that this feature would be implemented in some future official releases of OTRS. Bye, Alex