Hi there, I would like that OTRS sets the owner automatically when an answer (empty answer or phone call) is done WITHOUT locking the ticket. (I put the options of locking and changing owner to "no" as we don't use the lock function) Is there a way to do this? I was sure that it was the case and my agents just prove me the opposite thing :) The problem was found because of notifications for follow-up not coming (when a customer gives a reply there was no notification because it is send to the owner of the ticket ... and in this case it was the root system the owner ...) MANY thanks bye Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier@wipo.intmailto:Philippe.Martignier@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.