Sorry, yet another question... Is there anyway, short of creating an empty note, to get rid of the "New message" alert? Here's the scenario... 1/. Agent 1 moves ticket to Agent 2. 2/. Agent 2 gets "New message" alert in his Queueview/TicketView 3/. Agent 2 reads new message, but will action it tomorrow. 4/. "New message" alert doesn't disappear! The only solution we've found so far is to put an empty note in the ticket, but surely there must be a proper way? Ta. Tom -- Solution Expertise Centre Sun Microsystems (UK)