I would like to automatically take the admin and lock the tickets in my queue but this settings on my GenericAgent.pm don't work 'coda omar' => { Queue => ['coda omar'], New => { Owner => 'omar', } }, The output is For Queue: coda omar - set owner of Ticket (2005092210000067/294) to 'omar' but the ticket is not locked :( any suggestion? thanks, ~omar