Hello OTRS, A little issue about Pending tickets: A made a status: "Waiting for Customer Verification +" Status type=pending auto > this should close the ticket if the customer does not reply in x days. Here is a piece from the one ticket history : 1. SendAnswer Sent email to 'mail@customer.com'. x dan 02/17/2004 17:07:20 2. TimeAccounting 1 time unit(s) accounted. Now total 7 time unit(s) x dan 02/17/2004 17:07:21 3. StateUpdate Old: 'pending reminder' New: 'Waiting for Customer Verification +' x dan 02/17/2004 17:07:21 4. SetPendingTime Set Pending Time to 2004/02/22 17:06. - dan 02/17/2004 17:07:21 At that moment (2004/02/22 17:06) I was expecting the ticket to be closed, but today I have: Pending till: -1 day 23 hours So, OTRS is working for my new status like it is a pending reminder not a pending auto or am I wrong about the pending auto behavior. Regards, Daniel