I never did figure out how to use the Generic Agent to automatically mark closed tickets as answered, so I figured I'd just write a sql query and run it on a schedule. Here is the query I came up with if anyone is interested.. UPDATE ticket T INNER JOIN ticket_state TS ON T.ticket_state_id = TS.id SET T.ticket_answered = 1 WHERE T.ticket_answered = 0 AND TS.type_id = 3; ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems