I've added a new state to OTRS namely 'open awaiting change' with the state type of 'closed. This to not have it 'destroy' the queue views and escalation displays. But in the 'Customer' interface I would like to have this state being displayed as an 'open' state. Is this at all possible to do? Any clues/hints/advice are welcome! I hope you all have a fantastic day! -- Stein Erik