By doing this, you loose the functionality of the personal mailbox. This is where the agent can monitor all his locked, watched, and peding tickets, and filter them in a manner which is logical to him or her.

I set it up yesterday and finally realized the meaning of locked tickets. Maybe I'm dense but the terminology of locking and unlocking tickets seems a bit off. A lock as understood in common computing terms is the concept of taking a resource and use it exclusively, denying everybody else access. From a technical standpoint I can easily see why this terminology made it into OTRS. From a usability standpoint it is not making sense. An agent should "take" a ticket, not "lock" it. An agent should "release" a ticket, not "unlock" it. Tickets can automatically be "released" by OTRS. "Locked tickets" should be "My tickets" in the agent frontend. Looking through the translation there's not many strings that need to be changed to accomplish this. As I'm using Danish it's no biggie for me to change it for our installation. But before I do I would like to know if I am misunderstanding something fundamental in OTRS? -- Lars