(But I don't know why) As readers of these emails might know I upgraded our OTRS install from v1.2.3 to 2.2.6 (now 2.2.7). Everything seemed fine except that logging on and any action that went to AgentTicketQueue or AgentTicketMailbox took 1 minute, 20 seconds. Well, today, I installed the 3 libraries for ITSM, specifically, GeneralCatalog 1.1.2 http://ftp.otrs.org/pub/otrs/itsm/packages11/GeneralCatalog-1.1.2.opm , LinkObject2 1.1.2 http://ftp.otrs.org/pub/otrs/itsm/packages11/LinkObject2-1.1.2.opm , and ITSMCore 1.1.2 http://ftp.otrs.org/pub/otrs/itsm/packages11/ITSMCore-1.1.2.opm . Now OTRS works like a charm and there is now appreciable lag time as mentioned above. I am happy but greatly confounded by this. Going to ITSM is good for us as we are supposed to be ITIL compliant. I just never thought that installing these libraries would fix my problem. In fact, I expected them to compound my problem. If anyone has a SWAG as to why this is working now I'd be ecstatic to hear it!! Regards, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122