Hi, I search a more convenient way to see all locked tickets. At the moment we use a search template to show all open tickets, then we change to the small view and then we sort by lock status. But unfortunately one can't use the lock state as a search criterion. Workflow : - 1 queue <-> n agents - on average < 30 tickets - on average < 10 locked tickets Situation 1 : We get a user call and want to know if the problem was already reported by another user. (Later we would solve this by assigning tickets to a unique service or device id.) Situation 2 : We want to see how much tickets each agent has locked to balance the work. Can someone give a hint how to extend the search mask or how to create a appropriate search template ? Or has someone even achieved to create a virtual queue or something like this which consists of all locked tickets. I'm sorry, this exceeds my little perl and SQL knowledge so I can't solve this problem by myself at the moment. Regards Alexander Halle -- 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.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de