:Hi Mr Neave. There was no indication on the file that a permission email had been sent, so there was no way for me to know. I am not a member of the OTRS team and do not have access to their email. I have restored the file and tagged it . Hopefully an OTRS team member will be able to locate the email and get the permission sorted out. They are experiencing severe backlogs, so this may take a while. Sorry it's all so complicated.