Maybe someone creates a ticket because his computer crashes every monday at 8.00 pm, but no one can find the cause. At some point you are not longer willing to spend time for bug-research ( time is money ???) You would decide to buy a new computer for that guy and close his ticket as 'Closed Unsuccessful' <- thats 'The OTRS-X-Files' :) mfg Dennis (got a headache, not responsible for anything... )