Hey, I've been testing OTRS for a few weeks now and I'm really impressed with its features and customisability. However, I've two questions that I've been scratching my head with .. hopefully someone will be able to help! 1/ I'm having a problem searching for tickets based on their owner. I'm using the ticket search function, and am specifying the state as new/open and the owner as the agent who's active tickets I want to view. However, the search result shows tickets that other agents own too. Any ideas? The way I've set up the system (Win32 1.2.2) is that each agent has a queue, and ownership of tickets it their queue is automatically set to them - I did this using a generic agent that runs every minute i.e: genericagents.pm.. 'SetQOwnerRonan' => { Queue => 'Ronan', States => ['new', 'open'], New => { Queue => 'Ronan', Owner => 'robrien', States => ['new', 'open'], }, 2/ Is it possible to have generic search templates shared between different agents placed on front end? I'm not sure how to share search templates between users, or the code required to update the dtl file (what would the action/url be?) Basically I want agents to have 1-click access to everyone's queue list .. without having to worry about locked tickets etc.. Thanks again, Ronan Ronan O'Brien IT Team http://www.thamesreachbondway.com _____ This message and any attachments (the "message") are intended solely for the addressee(s) and are confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accordance with its purpose and any dissemination or disclosure, either whole or partial, is prohibited except by formal approval. The contents of this message may contain personal views which are not the views of Thames Reach Bondway, unless specifically stated. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.