A customer drew my attention to the fact that the subject displayed in 'My Tickets' for one of their tickets was 'Note!', which wasn't very helpful. I reckon that it came about because they had performed a followup from a zoomed note-external that hadn't had its default subject changed by the agent who created it. The customer's followup was the most recent article in the ticket, so I initially assumed that OTRS displayed the subject of the latest article, but that's not the case - adding a note as agent doesn't change the subject that the customer sees. How does OTRS decide what to display for the subject in 'My Tickets'? Jim