Hi Sweeny,yes it is the same problem and i already added a comment to the post you gave me.We do have same issue here had i agree that this is a wrong behavior.my staff can't go back and check on someone tickets history to see if that person opened a ticket in the past with the same issue or not and this makes our logging system useless.I'm using 1.9.5.1 version and I'm wonder if I could go with the mentioned mod or not?please help