I wrote :

can someone please explain me how the SysConfig option HighlightAge works ?

According to the documentation a queue is only highlighted as long as there is an untouched ticket older than HighlightAge.

But what means "untouched" exactly ?

No matter what state our tickets have, the queues stay highlighted until we close the tickets. I would have expected that touching means changing the state from new to open or from open to waiting or something like that but not closing.

The highlighting also ignores answering the customer via phone or email. I know of no other ways to "touch" a ticket than modifying the state or communicating with the customer. So I think this is simply a documentation bug, HighlightAge checks for the oldest open ticket and not the oldest untouched ticket. Can somebody confirm this ? I think I will file a bug for this. Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de