diff --git a/public/css/style.css b/public/css/style.css
index 9e31f8f..5cb0bef 100644
--- a/public/css/style.css
+++ b/public/css/style.css
@@ -903,6 +903,36 @@ body {
   color: var(--accent-primary);
 }
 
+/* Queue Custom Tooltip */
+.ticket-table td.queue-cell {
+  position: relative;
+  overflow: visible !important;
+}
+.queue-tooltip {
+  visibility: hidden;
+  opacity: 0;
+  position: absolute;
+  left: 50%;
+  bottom: 100%;
+  transform: translate(-50%, -6px);
+  background: var(--bg-tertiary);
+  color: var(--text-primary);
+  border: 1px solid var(--border-subtle);
+  padding: 6px 12px;
+  border-radius: var(--radius-md);
+  font-size: 0.8rem;
+  font-weight: 500;
+  white-space: nowrap;
+  box-shadow: var(--shadow-lg);
+  z-index: 1000;
+  transition: opacity 0.05s ease, visibility 0.05s ease;
+  pointer-events: none;
+}
+.queue-cell:hover .queue-tooltip {
+  visibility: visible;
+  opacity: 1;
+}
+
 .ticket-table td {
   padding: 10px var(--space-md);
   border-bottom: 1px solid var(--border-subtle);
@@ -1067,6 +1097,12 @@ body {
   backdrop-filter: blur(12px);
   border: 1px solid var(--border-subtle);
   border-radius: var(--radius-lg);
+  position: relative;
+  z-index: 20;
+}
+
+.state-multiselect-item:hover {
+  background: rgba(255, 255, 255, 0.05);
 }
 
 .filter-group {
diff --git a/public/js/components/filters.js b/public/js/components/filters.js
index de0b3fc..1d034f9 100644
--- a/public/js/components/filters.js
+++ b/public/js/components/filters.js
@@ -3,21 +3,50 @@
  * Manages ticket list filter state and renders filter dropdowns.
  */
 const Filters = {
-  state: {
-    queue_id: '',
-    state_id: '',
-    priority_id: '',
-    user_id: '',
-    date_from: '',
-    date_to: '',
+  currentMode: 'general', // 'general' or 'my'
+
+  allStates: {
+    general: {
+      queue_id: '',
+      state_id: '',
+      priority_id: '',
+      user_id: '',
+      date_from: '',
+      date_to: '',
+    },
+    my: {
+      queue_id: '',
+      state_id: '',
+      priority_id: '',
+      user_id: '',
+      date_from: '',
+      date_to: '',
+    }
+  },
+
+  // Dynamic state getter based on active mode
+  get state() {
+    return this.allStates[this.currentMode];
+  },
+
+  set state(val) {
+    this.allStates[this.currentMode] = val;
   },
 
   /** Load saved filters from localStorage */
   load() {
     try {
-      const saved = localStorage.getItem('otrs_turbo_filters');
-      if (saved) {
-        Object.assign(this.state, JSON.parse(saved));
+      const savedGeneral = localStorage.getItem('otrs_turbo_filters_general');
+      if (savedGeneral) {
+        Object.assign(this.allStates.general, JSON.parse(savedGeneral));
+      }
+      const savedMy = localStorage.getItem('otrs_turbo_filters_my');
+      if (savedMy) {
+        Object.assign(this.allStates.my, JSON.parse(savedMy));
+      } else {
+        // Default to active agent if not saved yet
+        const activeAgentId = localStorage.getItem('activeAgentId') || '1';
+        this.allStates.my.user_id = activeAgentId;
       }
     } catch (e) { /* ignore */ }
   },
@@ -25,13 +54,17 @@ const Filters = {
   /** Save filters to localStorage */
   save() {
     try {
-      localStorage.setItem('otrs_turbo_filters', JSON.stringify(this.state));
+      localStorage.setItem(`otrs_turbo_filters_${this.currentMode}`, JSON.stringify(this.state));
     } catch (e) { /* ignore */ }
   },
 
   /** Reset all filters */
   reset() {
     this.state = { queue_id: '', state_id: '', priority_id: '', user_id: '', date_from: '', date_to: '' };
+    if (this.currentMode === 'my') {
+      const activeAgentId = localStorage.getItem('activeAgentId') || '1';
+      this.state.user_id = activeAgentId;
+    }
     this.save();
   },
 
@@ -44,6 +77,36 @@ const Filters = {
     return params;
   },
 
+  /** Helper to compute trigger button label text */
+  getStateMultiselectLabel(lookups) {
+    const selectedList = Array.isArray(this.state.state_id) 
+      ? this.state.state_id 
+      : (typeof this.state.state_id === 'string' && this.state.state_id ? this.state.state_id.split(',') : []);
+      
+    if (selectedList.length === 0) {
+      return 'Tutti';
+    }
+    const selectedNames = (lookups.states || [])
+      .filter(s => selectedList.includes(String(s.id)))
+      .map(s => s.name);
+      
+    if (selectedNames.length === (lookups.states || []).length) {
+      return 'Tutti';
+    } else if (selectedNames.length <= 2) {
+      return selectedNames.join(', ');
+    } else {
+      return `${selectedNames.length} selezionati`;
+    }
+  },
+
+  /** Update label DOM element dynamically */
+  updateStateMultiselectLabel(lookups) {
+    const labelEl = document.getElementById('state-multiselect-label');
+    if (labelEl) {
+      labelEl.textContent = this.getStateMultiselectLabel(lookups);
+    }
+  },
+
   /**
    * Render filter bar HTML.
    * @param {Object} lookups - { queues, states, priorities, users }
@@ -59,14 +122,36 @@ const Filters = {
       }).join('');
     };
 
+    const currentLabel = this.getStateMultiselectLabel(lookups);
+
     return `
       <div class="filters-bar" id="filters-bar">
-        <div class="filter-group">
+        <div class="filter-group" style="position:relative;">
           <span class="filter-label">Stato</span>
-          <select class="filter-select" data-filter="state_id" id="filter-state">
-            <option value="">Tutti</option>
-            ${makeOptions(lookups.states || [], 'id', 'name', this.state.state_id)}
-          </select>
+          <div class="multiselect-dropdown" id="state-multiselect-dropdown" style="min-width: 140px; background: var(--bg-card); border: 1px solid var(--border-subtle); border-radius: var(--radius-sm); padding: 4px var(--space-sm); font-size: 0.85rem; cursor: pointer; display: flex; justify-content: space-between; align-items: center; user-select: none;">
+            <span class="multiselect-label" id="state-multiselect-label" style="text-overflow:ellipsis; overflow:hidden; white-space:nowrap; max-width:130px;">${App.escapeHtml(currentLabel)}</span>
+            <span style="font-size:0.6rem; color:var(--text-muted); margin-left:6px;">▼</span>
+          </div>
+          <div class="multiselect-popover" id="state-multiselect-popover" style="display:none; position:absolute; left:0; top:100%; width: 220px; background:var(--bg-card); border:1px solid var(--border-subtle); border-radius:var(--radius-sm); box-shadow:var(--shadow-md); z-index:1002; padding:var(--space-xs); margin-top:4px;">
+            <div style="display:flex; flex-direction:column; gap:4px; padding-bottom:6px; border-bottom:1px solid var(--border-subtle);">
+              ${(lookups.states || []).map(s => {
+                const selectedList = Array.isArray(this.state.state_id) 
+                  ? this.state.state_id 
+                  : (typeof this.state.state_id === 'string' && this.state.state_id ? this.state.state_id.split(',') : []);
+                const isSelected = selectedList.includes(String(s.id));
+                const activeStyle = isSelected ? 'background: var(--accent-primary); color: #fff;' : '';
+                return `
+                  <div class="state-multiselect-item ${isSelected ? 'active' : ''}" data-value="${s.id}" style="padding: 6px var(--space-sm); border-radius: var(--radius-sm); font-size: 0.85rem; cursor: pointer; user-select: none; transition: background 0.1s ease; ${activeStyle}">
+                    ${App.escapeHtml(s.name)}
+                  </div>
+                `;
+              }).join('')}
+            </div>
+            <div style="display:flex; justify-content:flex-end; gap:8px; padding-top:6px; font-size:0.75rem;">
+              <button type="button" class="btn btn-ghost btn-xs" id="state-multiselect-clear" style="height:20px; padding:0 8px; font-size:0.75rem;">Reset</button>
+              <button type="button" class="btn btn-primary btn-xs" id="state-multiselect-ok" style="height:20px; padding:0 8px; font-size:0.75rem; line-height:20px;">OK</button>
+            </div>
+          </div>
         </div>
         <div class="filter-group">
           <span class="filter-label">Coda</span>
@@ -109,11 +194,7 @@ const Filters = {
     const isMyTickets = window.location.hash.startsWith('#/tickets/my');
     const selects = document.querySelectorAll('.filter-select[data-filter]');
     selects.forEach(sel => {
-      if (isMyTickets && sel.dataset.filter === 'user_id') {
-        sel.disabled = true;
-      } else {
-        sel.disabled = false;
-      }
+      sel.disabled = false;
 
       sel.addEventListener('change', (e) => {
         this.state[e.target.dataset.filter] = e.target.value;
@@ -122,6 +203,68 @@ const Filters = {
       });
     });
 
+    // Multiselect dropdown toggle event
+    const dropdown = document.getElementById('state-multiselect-dropdown');
+    const popover = document.getElementById('state-multiselect-popover');
+    const okBtn = document.getElementById('state-multiselect-ok');
+    const clearBtn = document.getElementById('state-multiselect-clear');
+
+    if (dropdown && popover) {
+      dropdown.addEventListener('click', (e) => {
+        e.stopPropagation();
+        const isOpen = popover.style.display === 'block';
+        popover.style.display = isOpen ? 'none' : 'block';
+      });
+
+      popover.addEventListener('click', (e) => e.stopPropagation());
+
+      document.addEventListener('click', () => {
+        popover.style.display = 'none';
+      });
+
+      // Bind item clicks
+      popover.querySelectorAll('.state-multiselect-item').forEach(item => {
+        item.addEventListener('click', (e) => {
+          e.stopPropagation();
+          const isActive = item.classList.toggle('active');
+          if (isActive) {
+            item.style.background = 'var(--accent-primary)';
+            item.style.color = '#fff';
+          } else {
+            item.style.background = '';
+            item.style.color = '';
+          }
+        });
+      });
+    }
+
+    if (okBtn) {
+      okBtn.addEventListener('click', () => {
+        const activeItems = popover.querySelectorAll('.state-multiselect-item.active');
+        const ids = Array.from(activeItems).map(item => item.dataset.value);
+        this.state.state_id = ids.join(',');
+        this.save();
+        this.updateStateMultiselectLabel(App.lookups);
+        popover.style.display = 'none';
+        if (onFilterChange) onFilterChange();
+      });
+    }
+
+    if (clearBtn) {
+      clearBtn.addEventListener('click', () => {
+        popover.querySelectorAll('.state-multiselect-item').forEach(item => {
+          item.classList.remove('active');
+          item.style.background = '';
+          item.style.color = '';
+        });
+        this.state.state_id = '';
+        this.save();
+        this.updateStateMultiselectLabel(App.lookups);
+        popover.style.display = 'none';
+        if (onFilterChange) onFilterChange();
+      });
+    }
+
     const resetBtn = document.getElementById('filter-reset');
     if (resetBtn) {
       resetBtn.addEventListener('click', () => {
@@ -138,6 +281,18 @@ const Filters = {
             s.value = '';
           }
         });
+
+        // Also clear multiselect items and label
+        const statePopover = document.getElementById('state-multiselect-popover');
+        if (statePopover) {
+          statePopover.querySelectorAll('.state-multiselect-item').forEach(item => {
+            item.classList.remove('active');
+            item.style.background = '';
+            item.style.color = '';
+          });
+        }
+        this.updateStateMultiselectLabel(App.lookups);
+
         if (onFilterChange) onFilterChange();
       });
     }
diff --git a/public/js/views/ticketCreate.js b/public/js/views/ticketCreate.js
index 4162ab2..9d4330a 100644
--- a/public/js/views/ticketCreate.js
+++ b/public/js/views/ticketCreate.js
@@ -338,7 +338,7 @@ const TicketCreateView = {
 
         // 2. Customer User pre-population with first match
         try {
-          const companies = await App.api('/api/customer-companies/search?q=cliente');
+          const companies = await App.api('/api/customer-companies/search?q=');
           if (companies.length > 0 && customerIdInput && companySearchInput) {
             const defaultCompany = companies[0];
             customerIdInput.value = defaultCompany.customer_id;
@@ -388,11 +388,7 @@ const TicketCreateView = {
       userSearchInput.addEventListener('input', () => {
         clearTimeout(userDebounce);
         const q = userSearchInput.value.trim();
-        if (q.length < 2) {
-          userSuggestionsDiv.style.display = 'none';
-          customerUserIdInput.value = '';
-          return;
-        }
+        // Do not block empty query to allow all results on focus
 
         userDebounce = setTimeout(async () => {
           try {
@@ -432,6 +428,11 @@ const TicketCreateView = {
           }
         }, 300);
       });
+      userSearchInput.addEventListener('focus', () => {
+        userSearchInput.value = '';
+        customerUserIdInput.value = '';
+        userSearchInput.dispatchEvent(new Event('input'));
+      });
     }
 
     // Owner Autocomplete (dynamic backend search)
diff --git a/public/js/views/ticketDetail.js b/public/js/views/ticketDetail.js
index 07dea83..beb812f 100644
--- a/public/js/views/ticketDetail.js
+++ b/public/js/views/ticketDetail.js
@@ -6,9 +6,33 @@ const TicketDetailView = {
   ticketId: null,
   htmlMode: false,
   originalValues: {},
+  noteAttachments: [],
+
+  updateNoteAttachmentList() {
+    const listEl = document.getElementById('note-file-list');
+    if (!listEl) return;
+    listEl.innerHTML = this.noteAttachments.map((att, idx) => `
+      <div class="upload-file-item">
+        <span>📎</span>
+        <strong>${App.escapeHtml(att.filename)}</strong>
+        <span style="font-size:0.75rem; color:var(--text-muted); margin-left:var(--space-xs);">(${Math.round(att.content.length * 0.75 / 1024)} KB)</span>
+        <button type="button" class="btn-remove" data-idx="${idx}">✕</button>
+      </div>
+    `).join('');
+
+    // Bind remove buttons
+    listEl.querySelectorAll('.btn-remove').forEach(btn => {
+      btn.addEventListener('click', () => {
+        const idx = parseInt(btn.dataset.idx, 10);
+        this.noteAttachments.splice(idx, 1);
+        this.updateNoteAttachmentList();
+      });
+    });
+  },
 
   async render(id) {
     this.ticketId = id;
+    this.noteAttachments = [];
     this.htmlMode = localStorage.getItem('otrs_turbo_html_mode') === 'true';
     const container = document.getElementById('view-container');
     container.innerHTML = '<div class="loading-screen"><div class="spinner"></div><p>Caricamento ticket...</p></div>';
@@ -28,10 +52,10 @@ const TicketDetailView = {
         return sum + (isNaN(val) ? 0 : val);
       }, 0);
 
-      // Display total time in the topbar
+      // Display ticket number in the topbar
       const titleEl = document.getElementById('page-title');
       if (titleEl) {
-        titleEl.innerHTML = `Ticket #${id} <span style="font-size:0.85rem; font-weight:normal; color:var(--text-secondary); margin-left:var(--space-md); background:var(--bg-tertiary); padding:4px 10px; border-radius:var(--radius-sm); border:1px solid var(--border-light); display:inline-flex; align-items:center; gap:4px;">⏱ Tempo Consultivato: <strong>${totalTime} min</strong></span>`;
+        titleEl.innerHTML = `Ticket #${id}`;
       }
 
       this.originalValues = {
@@ -59,7 +83,13 @@ const TicketDetailView = {
               <div class="ticket-header">
                 <div class="ticket-header-info">
                   <div class="ticket-number">#${ticket.tn}</div>
-                  <h2 class="ticket-detail-title">${App.escapeHtml(ticket.title || '(senza titolo)')}</h2>
+                  <h2 class="ticket-detail-title">
+                    ${data.otrsWebUrl ? `
+                      <a href="${data.otrsWebUrl}" target="_blank" style="color:inherit; text-decoration:none; border-bottom:1px dashed transparent; transition:border-bottom 0.1s ease;" onmouseover="this.style.borderBottom='1px dashed var(--text-primary)'" onmouseout="this.style.borderBottom='transparent'" title="Apri in OTRS">
+                        ${App.escapeHtml(ticket.title || '(senza titolo)')}
+                      </a>
+                    ` : App.escapeHtml(ticket.title || '(senza titolo)')}
+                  </h2>
                   <div class="ticket-meta-badges">
                     <span class="badge badge-state" data-state-type="${(ticket.state_type || '').toLowerCase()}">${ticket.state_name}</span>
                     <span class="badge badge-priority" data-priority="${App.priorityIndex(ticket.priority_name)}">${ticket.priority_name}</span>
@@ -124,15 +154,19 @@ const TicketDetailView = {
                   <input type="hidden" id="qe-customer-id" data-field="customer_id" value="${ticket.customer_id || ''}" />
                   <div id="qe-customer-suggestions" class="autocomplete-suggestions" style="display:none; top: 100%;"></div>
                 </div>
-              </div>
+                <div class="quick-edit-field">
+                  <label class="quick-edit-label">Tempo (minuti)</label>
+                  <input type="number" step="any" min="0" class="form-input" id="qe-time-unit" placeholder="minuti" style="padding: 6px 12px; height: 32px; font-size: 0.85rem;" />
+                </div>
               <div style="margin-top:var(--space-md);display:flex;gap:var(--space-sm);justify-content:flex-end;">
                 <button class="btn btn-ghost btn-sm" id="qe-reset">Reset</button>
                 <button class="btn btn-primary btn-sm" id="qe-save" disabled>Salva Modifiche</button>
               </div>
             </div>
+          </div>
 
-            <!-- Add Note Form -->
-            <div class="add-note-form" style="margin-bottom: var(--space-lg);">
+          <!-- Add Note Form -->
+          <div class="add-note-form" style="margin-bottom: var(--space-lg);">
               <div class="card-title">Aggiungi Nota</div>
               <div style="display:flex; gap:var(--space-md); margin-bottom:var(--space-md);">
                 <input type="text" class="note-subject-input" id="note-subject" placeholder="Oggetto (opzionale)" style="flex:1; margin-bottom:0;" />
@@ -140,12 +174,21 @@ const TicketDetailView = {
               <div id="note-body-container" style="background: var(--bg-tertiary); border: 1px solid var(--border-subtle); border-radius: var(--radius-md); overflow: hidden; margin-bottom: var(--space-md);">
                 <div id="note-body-editor" style="min-height: 180px; font-family: inherit; font-size: 0.95rem; border: none; color: var(--text-primary);"></div>
               </div>
-              <div style="display:flex; gap:var(--space-md); justify-content:flex-end; align-items:center; margin-top:var(--space-md);">
-                <input type="number" step="any" min="0" class="note-subject-input" id="note-time-units" placeholder="Tempo (minuti)" style="width:140px; margin-bottom:0; height:32px; padding:4px 10px; font-size:0.85rem;" />
-                <button class="btn btn-primary btn-sm" id="note-send" style="height:32px; display:flex; align-items:center; gap:var(--space-xs);">
-                  <svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" style="width:14px;height:14px;"><path d="M22 2L11 13M22 2l-7 20-4-9-9-4 20-7z"/></svg>
-                  Invia Nota
-                </button>
+              <!-- Attachments List for note -->
+              <div class="upload-file-list" id="note-file-list" style="margin-bottom: var(--space-md);"></div>
+
+              <div style="display:flex; gap:var(--space-md); justify-content:space-between; align-items:center; margin-top:var(--space-md);">
+                <div>
+                  <input type="file" id="note-attachments" multiple style="display:none;" />
+                  <button type="button" class="btn btn-ghost btn-sm" id="btn-note-add-attachments" style="height:32px; padding: 4px 10px; font-size: 0.85rem; display: flex; align-items: center; gap: 4px;">📎 Allega file</button>
+                </div>
+                <div style="display:flex; gap:var(--space-md); align-items:center;">
+                  <input type="number" step="any" min="0" class="note-subject-input" id="note-time-units" placeholder="Tempo (minuti)" style="width:140px; margin-bottom:0; height:32px; padding:4px 10px; font-size:0.85rem;" />
+                  <button class="btn btn-primary btn-sm" id="note-send" style="height:32px; display:flex; align-items:center; gap:var(--space-xs);">
+                    <svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" style="width:14px;height:14px;"><path d="M22 2L11 13M22 2l-7 20-4-9-9-4 20-7z"/></svg>
+                    Invia Nota
+                  </button>
+                </div>
               </div>
             </div>
 
@@ -165,7 +208,7 @@ const TicketDetailView = {
           ? `<iframe srcdoc="${a.a_body.replace(/"/g, '&quot;')}" style="width:100%; border:none; background:var(--bg-card); border-radius:var(--radius-md); min-height:220px; font-family:inherit; color-scheme: dark;"></iframe>`
           : `<div class="article-body">${App.escapeHtml(a.a_body || '')}</div>`;
 
-        const articleAttachments = (attachments || []).filter(att => att.article_id === a.article_id);
+        const articleAttachments = (attachments || []).filter(att => att.article_id === a.article_id && att.filename !== 'file-1');
 
         return `
                     <div class="article-card sender-${(a.sender_type || 'system').toLowerCase()}">
@@ -177,8 +220,21 @@ const TicketDetailView = {
                           ${a.channel_name ? `<span style="font-size:0.72rem;color:var(--text-muted);">via ${a.channel_name}</span>` : ''}
                         </div>
                         <div style="display:flex; gap: var(--space-sm); align-items:center;">
-                          ${a.time_unit ? `<span class="badge" style="background:var(--info-bg);color:var(--info);font-size:0.75rem;padding:2px 8px;border-radius:4px;">⏱ ${parseFloat(a.time_unit)} min</span>` : ''}
-                          
+                          <div class="time-edit-container" data-article-id="${a.article_id}" style="display:inline-flex; align-items:center; gap:4px; position:relative;">
+                            ${a.time_unit ? `
+                              <span class="badge" style="background:var(--info-bg);color:var(--info);font-size:0.75rem;padding:2px 8px;border-radius:4px;">⏱ <span class="time-value-display">${parseFloat(a.time_unit)}</span> min</span>
+                            ` : ''}
+                            <button class="retrodate-btn-edit btn-edit-article-time" style="background:none; border:none; cursor:pointer; font-size:0.75rem; padding: 2px 4px; display:inline-flex; align-items:center;" title="${a.time_unit ? 'Modifica Tempo' : 'Aggiungi Tempo'}">
+                              ${a.time_unit ? '✏️' : '⏱+✏️'}
+                            </button>
+                            <div class="time-editor-popover" style="display:none; position:absolute; right:0; top: 100%; background:var(--bg-card); border:1px solid var(--border-subtle); padding:var(--space-xs); border-radius:var(--radius-sm); z-index:100; box-shadow:var(--shadow-md); margin-top:4px;">
+                              <input type="number" step="any" min="0" class="form-input input-article-time" value="${a.time_unit ? parseFloat(a.time_unit) : 0}" style="width:70px; height:24px; padding:2px 6px; font-size:0.8rem; margin-bottom:4px; display:block;" />
+                              <div style="display:flex; gap:4px; justify-content:flex-end;">
+                                <button class="btn btn-primary btn-sm btn-save-article-time" style="height:20px; padding:0 6px; font-size:0.75rem; line-height:20px;">✓</button>
+                                <button class="btn btn-ghost btn-sm btn-cancel-article-time" style="height:20px; padding:0 6px; font-size:0.75rem; line-height:20px;">✗</button>
+                              </div>
+                            </div>
+                          </div>
                           <div class="retrodate-container" data-article-id="${a.article_id}">
                             <span class="article-time">${App.formatDateTime(a.create_time)}</span>
                             <button class="retrodate-btn-edit btn-edit-article-date" title="Retrodata Articolo">✏️</button>
@@ -361,6 +417,7 @@ const TicketDetailView = {
     const fields = document.querySelectorAll('.quick-edit-select, #qe-customer-user-id, #qe-customer-id');
     const saveBtn = document.getElementById('qe-save');
     const resetBtn = document.getElementById('qe-reset');
+    const timeUnitInput = document.getElementById('qe-time-unit');
 
     const checkChanges = () => {
       let hasChanges = false;
@@ -372,10 +429,20 @@ const TicketDetailView = {
         el.classList.toggle('changed', changed);
         if (changed) hasChanges = true;
       });
+
+      const timeVal = parseFloat(timeUnitInput ? timeUnitInput.value : '0') || 0;
+      if (timeVal > 0) {
+        hasChanges = true;
+      }
+
       saveBtn.disabled = !hasChanges;
     };
 
     fields.forEach(el => el.addEventListener('change', checkChanges));
+    if (timeUnitInput) {
+      timeUnitInput.addEventListener('input', checkChanges);
+      timeUnitInput.addEventListener('change', checkChanges);
+    }
 
     // Customer User Autocomplete inside Quick Edit
     const customerSearchInput = document.getElementById('qe-customer-search');
@@ -388,14 +455,7 @@ const TicketDetailView = {
       customerSearchInput.addEventListener('input', () => {
         clearTimeout(customerDebounce);
         const q = customerSearchInput.value.trim();
-        if (q.length < 2) {
-          customerSuggestionsDiv.style.display = 'none';
-          customerUserIdInput.value = '';
-          customerIdInput.value = '';
-          customerUserIdInput.dispatchEvent(new Event('change'));
-          customerIdInput.dispatchEvent(new Event('change'));
-          return;
-        }
+        // Do not block empty query to allow all results on focus
 
         customerDebounce = setTimeout(async () => {
           try {
@@ -432,6 +492,14 @@ const TicketDetailView = {
           }
         }, 300);
       });
+      customerSearchInput.addEventListener('focus', () => {
+        customerSearchInput.value = '';
+        customerUserIdInput.value = '';
+        customerIdInput.value = '';
+        customerUserIdInput.dispatchEvent(new Event('change'));
+        customerIdInput.dispatchEvent(new Event('change'));
+        customerSearchInput.dispatchEvent(new Event('input'));
+      });
     }
 
     // Close suggestions on click outside
@@ -452,6 +520,9 @@ const TicketDetailView = {
         const last = this.originalValues['customer_last'] || '';
         customerSearchInput.value = first ? `${first} ${last}` : (this.originalValues['customer_user_id'] || '');
       }
+      if (timeUnitInput) {
+        timeUnitInput.value = '';
+      }
       saveBtn.disabled = true;
     });
 
@@ -479,6 +550,13 @@ const TicketDetailView = {
         }
       });
 
+      if (timeUnitInput && timeUnitInput.value.trim()) {
+        const timeVal = parseFloat(timeUnitInput.value.trim());
+        if (!isNaN(timeVal) && timeVal > 0) {
+          updates.time_unit = timeVal;
+        }
+      }
+
       if (Object.keys(updates).length === 0) return;
 
       try {
@@ -537,9 +615,15 @@ const TicketDetailView = {
 
         const res = await App.api(`/api/tickets/${this.ticketId}/articles`, {
           method: 'POST',
-          body: JSON.stringify({ subject, body, time_unit }),
+          body: JSON.stringify({
+            subject,
+            body,
+            time_unit,
+            attachments: this.noteAttachments.length > 0 ? this.noteAttachments : undefined
+          }),
         });
 
+        this.noteAttachments = []; // Clear attachments
         Toast.success(res.message || 'Nota aggiunta!');
         App.updateDailyTimer();
         this.render(this.ticketId);
@@ -550,6 +634,32 @@ const TicketDetailView = {
       }
     });
 
+    // Note Attachments Upload Handlers
+    const noteAttachBtn = document.getElementById('btn-note-add-attachments');
+    const noteFileInput = document.getElementById('note-attachments');
+
+    if (noteAttachBtn && noteFileInput) {
+      noteAttachBtn.addEventListener('click', () => noteFileInput.click());
+
+      noteFileInput.addEventListener('change', (e) => {
+        const files = Array.from(e.target.files);
+        for (const file of files) {
+          const reader = new FileReader();
+          reader.onload = () => {
+            const base64Data = reader.result.split(',')[1];
+            this.noteAttachments.push({
+              filename: file.name,
+              content: base64Data,
+              content_type: file.type
+            });
+            this.updateNoteAttachmentList();
+          };
+          reader.readAsDataURL(file);
+        }
+        noteFileInput.value = ''; // Reset input
+      });
+    }
+
     // Retrodate Ticket Event Listeners
     const btnEditTicketDate = document.getElementById('btn-edit-ticket-date');
     const ticketDateEditor = document.getElementById('ticket-date-editor');
@@ -638,6 +748,76 @@ const TicketDetailView = {
         });
       }
     });
+
+    // Time Edit Event Listeners (Issue 21)
+    document.querySelectorAll('.time-edit-container[data-article-id]').forEach(container => {
+      const articleId = container.dataset.articleId;
+      const btnEdit = container.querySelector('.btn-edit-article-time');
+      const popover = container.querySelector('.time-editor-popover');
+      const btnSave = container.querySelector('.btn-save-article-time');
+      const btnCancel = container.querySelector('.btn-cancel-article-time');
+      const input = container.querySelector('.input-article-time');
+
+      if (btnEdit) {
+        btnEdit.addEventListener('click', (e) => {
+          e.stopPropagation();
+          // Close all other open time edit popovers
+          document.querySelectorAll('.time-editor-popover').forEach(p => {
+            if (p !== popover) p.style.display = 'none';
+          });
+          const isOpen = popover.style.display === 'block';
+          popover.style.display = isOpen ? 'none' : 'block';
+          if (!isOpen) {
+            input.focus();
+            input.select();
+          }
+        });
+      }
+
+      if (btnCancel) {
+        btnCancel.addEventListener('click', (e) => {
+          e.stopPropagation();
+          popover.style.display = 'none';
+        });
+      }
+
+      if (btnSave) {
+        btnSave.addEventListener('click', async (e) => {
+          e.stopPropagation();
+          const val = parseFloat(input.value);
+          if (isNaN(val) || val < 0) {
+            Toast.warning('Inserisci un valore numerico valido maggiore o uguale a 0.');
+            return;
+          }
+
+          try {
+            btnSave.disabled = true;
+            await App.api(`/api/tickets/articles/${articleId}/time`, {
+              method: 'PUT',
+              body: JSON.stringify({ time_unit: val })
+            });
+            Toast.success('Tempo consuntivato aggiornato con successo!');
+            popover.style.display = 'none';
+            this.render(this.ticketId);
+          } catch (err) {
+            Toast.error('Errore durante l\'aggiornamento del tempo: ' + err.message);
+            btnSave.disabled = false;
+          }
+        });
+      }
+
+      // Stop propagation so clicking inside doesn't close it
+      if (popover) {
+        popover.addEventListener('click', (e) => e.stopPropagation());
+      }
+    });
+
+    // Close popovers clicking outside
+    document.addEventListener('click', () => {
+      document.querySelectorAll('.time-editor-popover').forEach(p => {
+        p.style.display = 'none';
+      });
+    });
     // HTML Mode Toggle Listener
     const htmlToggle = document.getElementById('html-toggle');
     if (htmlToggle) {
diff --git a/public/js/views/ticketList.js b/public/js/views/ticketList.js
index 7224b91..0ffed0f 100644
--- a/public/js/views/ticketList.js
+++ b/public/js/views/ticketList.js
@@ -21,9 +21,13 @@ const TicketListView = {
 
       // Build query params
       const isMyTickets = window.location.hash.startsWith('#/tickets/my');
-      if (isMyTickets) {
+      Filters.currentMode = isMyTickets ? 'my' : 'general';
+      Filters.load(); // Load state for current mode
+
+      if (isMyTickets && !Filters.state.user_id) {
         const activeAgentId = localStorage.getItem('activeAgentId') || '1';
         Filters.state.user_id = activeAgentId;
+        Filters.save();
       }
       
       const params = Filters.toQueryParams();
@@ -99,36 +103,52 @@ const TicketListView = {
 
       ${Filters.renderBar(App.lookups)}
 
+      <!-- Pagination Top -->
+      ${this.renderPagination(page, per_page, total, total_pages, true)}
+
       <!-- Ticket Table -->
       <div class="ticket-table-wrapper">
         <table class="ticket-table" id="ticket-table">
           <thead>
             <tr>
-              <th class="sortable ${this.sortBy === 'tn' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="tn">N°</th>
+              <th style="width: 75px;" class="sortable ${this.sortBy === 'tn' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="tn">N°</th>
+              <th style="width: 125px;" class="sortable ${this.sortBy === 'create_time' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="create_time">Creato</th>
+              <th style="width: 90px;" class="sortable ${this.sortBy === 'state' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="state">Stato</th>
               <th class="sortable ${this.sortBy === 'title' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="title">Titolo</th>
-              <th class="sortable ${this.sortBy === 'state' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="state">Stato</th>
-              <th class="sortable ${this.sortBy === 'priority' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="priority">Priorità</th>
-              <th class="sortable ${this.sortBy === 'queue' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="queue">Coda</th>
-              <th>Owner</th>
-              <th>Cliente</th>
-              <th class="sortable ${this.sortBy === 'create_time' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="create_time">Creato</th>
+              <th style="width: 130px;" class="sortable ${this.sortBy === 'queue' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="queue">Coda</th>
+              <th style="width: 120px;">Owner</th>
+              <th style="width: 140px;">Cliente</th>
+              <th style="width: 80px;" class="sortable ${this.sortBy === 'priority' ? (this.sortDir === 'ASC' ? 'sort-asc' : 'sort-desc') : ''}" data-sort="priority">Priorità</th>
             </tr>
           </thead>
           <tbody>
-            ${tickets.length > 0 ? tickets.map(t => `
-              <tr data-ticket-id="${t.id}" class="${this.selectedIds.has(String(t.id)) ? 'selected' : ''} ${this.selectedOrder[0] === String(t.id) ? 'first-selected' : ''}" style="cursor:pointer;">
-                <td><span class="ticket-tn"><a href="#/tickets/${t.id}" class="ticket-tn-link" onclick="event.stopPropagation()">${t.tn}</a></span></td>
-                <td class="ticket-title-cell"><a href="#/tickets/${t.id}" class="ticket-title-link" onclick="event.stopPropagation()">${App.escapeHtml(t.title || '(senza titolo)')}</a></td>
-                <td><span class="badge badge-state" data-state-type="${(t.state_type || '').toLowerCase()}">${t.state_name}</span></td>
-                <td><span class="badge badge-priority" data-priority="${App.priorityIndex(t.priority_name)}">${App.priorityIndex(t.priority_name)}</span></td>
-                <td><span class="badge badge-queue">${t.queue_name}</span></td>
-                <td style="color:var(--text-secondary);font-size:0.82rem;">${t.owner_first || ''} ${t.owner_last || ''}</td>
-                <td style="color:var(--text-secondary);font-size:0.82rem;">${t.customer_first ? `${t.customer_first} ${t.customer_last}` : (t.customer_user_id || '—')}</td>
-                <td style="color:var(--text-tertiary);font-size:0.78rem;">${App.formatDateTime(t.create_time)}</td>
-              </tr>
-            `).join('') : `
+            ${tickets.length > 0 ? tickets.map(t => {
+              const displayQueue = t.queue_name.includes('::') ? t.queue_name.split('::').pop() : t.queue_name;
+              const shortQueue = displayQueue.length > 15 ? displayQueue.substring(0, 12) + '...' : displayQueue;
+              return `
+                <tr data-ticket-id="${t.id}" class="${this.selectedIds.has(String(t.id)) ? 'selected' : ''} ${this.selectedOrder[0] === String(t.id) ? 'first-selected' : ''}" style="cursor:pointer;">
+                  <td>
+                    <span class="ticket-tn" style="display:inline-flex; align-items:center;">
+                      <a href="#/tickets/${t.id}" class="ticket-tn-link" onclick="event.stopPropagation()">${t.tn}</a>
+                      ${data.otrsBaseUrl ? `
+                        <a href="${data.otrsBaseUrl}index.pl?Action=AgentTicketZoom;TicketID=${t.id}" target="_blank" title="Apri in OTRS" onclick="event.stopPropagation()" style="display:inline-flex; align-items:center; text-decoration:none;">
+                          <span style="display:inline-flex; align-items:center; justify-content:center; width:16px; height:16px; background:#1070ca; color:#fff; border-radius:50%; font-size:10px; font-weight:800; font-family:sans-serif; margin-left:6px; vertical-align:middle; line-height:16px;">O</span>
+                        </a>
+                      ` : ''}
+                    </span>
+                  </td>
+                  <td style="color:var(--text-tertiary);font-size:0.78rem;">${App.formatDateTime(t.create_time)}</td>
+                  <td><span class="badge badge-state" data-state-type="${(t.state_type || '').toLowerCase()}">${t.state_name}</span></td>
+                  <td class="ticket-title-cell"><a href="#/tickets/${t.id}" class="ticket-title-link" onclick="event.stopPropagation()">${App.escapeHtml(t.title || '(senza titolo)')}</a></td>
+                  <td class="queue-cell"><span class="badge badge-queue">${App.escapeHtml(shortQueue)}</span><div class="queue-tooltip">${App.escapeHtml(t.queue_name)}</div></td>
+                  <td style="color:var(--text-secondary);font-size:0.82rem;">${t.owner_first || ''} ${t.owner_last || ''}</td>
+                  <td style="color:var(--text-secondary);font-size:0.82rem;">${t.customer_first ? `${t.customer_first} ${t.customer_last}` : (t.customer_user_id || '—')}</td>
+                  <td><span class="badge badge-priority" data-priority="${App.priorityIndex(t.priority_name)}">${App.priorityIndex(t.priority_name)}</span></td>
+                </tr>
+              `;
+            }).join('') : `
               <tr>
-                <td colspan="7">
+                <td colspan="8">
                   <div class="empty-state">
                     <div class="empty-state-icon">📭</div>
                     <div class="empty-state-text">Nessun ticket trovato</div>
@@ -141,9 +161,16 @@ const TicketListView = {
         </table>
       </div>
 
-      <!-- Pagination -->
-      ${total_pages > 1 ? `
-        <div class="pagination">
+      <!-- Pagination Bottom -->
+      ${this.renderPagination(page, per_page, total, total_pages, false)}
+    `;
+  },
+
+  renderPagination(page, per_page, total, total_pages, isTop) {
+    const marginStyle = isTop ? 'margin-bottom: var(--space-md); margin-top: 0;' : 'margin-top: var(--space-md); margin-bottom: 0;';
+    if (total_pages > 1) {
+      return `
+        <div class="pagination" style="${marginStyle}">
           <div class="pagination-info">
             Mostrando ${((page - 1) * per_page) + 1}–${Math.min(page * per_page, total)} di ${total} ticket
           </div>
@@ -155,13 +182,15 @@ const TicketListView = {
             <button class="pagination-btn" data-page="${total_pages}" ${page >= total_pages ? 'disabled' : ''}>»</button>
           </div>
         </div>
-      ` : `
-        <div class="pagination">
+      `;
+    } else {
+      return `
+        <div class="pagination" style="${marginStyle}">
           <div class="pagination-info">${total} ticket totali</div>
           <div></div>
         </div>
-      `}
-    `;
+      `;
+    }
   },
 
   renderPageButtons(current, total) {
@@ -312,12 +341,7 @@ const TicketListView = {
       batchCustomerSearchInput.addEventListener('input', () => {
         clearTimeout(batchCustomerDebounce);
         const q = batchCustomerSearchInput.value.trim();
-        if (q.length < 2) {
-          batchCustomerSuggestionsDiv.style.display = 'none';
-          if (batchCustomerUserIdInput) batchCustomerUserIdInput.value = '';
-          if (batchCustomerIdInput) batchCustomerIdInput.value = '';
-          return;
-        }
+        // Do not block empty query to allow all results on focus
 
         batchCustomerDebounce = setTimeout(async () => {
           try {
@@ -352,6 +376,12 @@ const TicketListView = {
           }
         }, 300);
       });
+      batchCustomerSearchInput.addEventListener('focus', () => {
+        batchCustomerSearchInput.value = '';
+        if (batchCustomerUserIdInput) batchCustomerUserIdInput.value = '';
+        if (batchCustomerIdInput) batchCustomerIdInput.value = '';
+        batchCustomerSearchInput.dispatchEvent(new Event('input'));
+      });
     }
 
     // Close suggestions on click outside
diff --git a/routes/lookups.js b/routes/lookups.js
index e368bc8..22be36a 100644
--- a/routes/lookups.js
+++ b/routes/lookups.js
@@ -168,22 +168,30 @@ router.get('/lock-types', async (req, res) => {
 // GET /api/customer-companies/search — Search customer companies
 router.get('/customer-companies/search', async (req, res) => {
   try {
-    const { q } = req.query;
+    const { q = '' } = req.query;
+    let result;
     if (!q) {
-      return res.json([]);
+      result = await pool.query(
+        `SELECT customer_id, name
+         FROM customer_company
+         WHERE valid_id = 1
+         ORDER BY name
+         LIMIT 20`
+      );
+    } else {
+      const searchTerm = `%${q}%`;
+      result = await pool.query(
+        `SELECT customer_id, name
+         FROM customer_company
+         WHERE valid_id = 1 AND (
+           customer_id ILIKE $1 OR
+           name ILIKE $1
+         )
+         ORDER BY name
+         LIMIT 20`,
+        [searchTerm]
+      );
     }
-    const searchTerm = `%${q}%`;
-    const result = await pool.query(
-      `SELECT customer_id, name
-       FROM customer_company
-       WHERE valid_id = 1 AND (
-         customer_id ILIKE $1 OR
-         name ILIKE $1
-       )
-       ORDER BY name
-       LIMIT 20`,
-      [searchTerm]
-    );
     res.json(result.rows);
   } catch (err) {
     console.error('Error searching customer companies:', err);
diff --git a/routes/tickets.js b/routes/tickets.js
index fb7460a..cb8afe7 100644
--- a/routes/tickets.js
+++ b/routes/tickets.js
@@ -66,8 +66,21 @@ router.get('/', async (req, res) => {
       params.push(parseInt(queue_id));
     }
     if (state_id) {
-      conditions.push(`t.ticket_state_id = $${paramIdx++}`);
-      params.push(parseInt(state_id));
+      let stateIds = [];
+      if (Array.isArray(state_id)) {
+        stateIds = state_id.map(id => parseInt(id)).filter(id => !isNaN(id));
+      } else if (typeof state_id === 'string') {
+        stateIds = state_id.split(',').map(id => parseInt(id.trim())).filter(id => !isNaN(id));
+      } else {
+        const parsed = parseInt(state_id);
+        if (!isNaN(parsed)) stateIds.push(parsed);
+      }
+
+      if (stateIds.length > 0) {
+        const placeholders = stateIds.map(() => `$${paramIdx++}`).join(', ');
+        conditions.push(`t.ticket_state_id IN (${placeholders})`);
+        params.push(...stateIds);
+      }
     }
     if (priority_id) {
       conditions.push(`t.ticket_priority_id = $${paramIdx++}`);
@@ -162,12 +175,22 @@ router.get('/', async (req, res) => {
       [...params, parseInt(per_page), offset]
     );
 
+    let otrsBaseUrl = null;
+    const apiUrl = process.env.OTRS_API_URL;
+    if (apiUrl) {
+      const idx = apiUrl.indexOf('/otrs/');
+      if (idx !== -1) {
+        otrsBaseUrl = apiUrl.substring(0, idx + 6);
+      }
+    }
+
     res.json({
       tickets: result.rows,
       total,
       page: parseInt(page),
       per_page: parseInt(per_page),
       total_pages: Math.ceil(total / parseInt(per_page)),
+      otrsBaseUrl,
     });
   } catch (err) {
     console.error('Error fetching tickets:', err);
@@ -252,10 +275,21 @@ router.get('/:id', async (req, res) => {
       [id]
     );
 
+    let otrsWebUrl = null;
+    const apiUrl = process.env.OTRS_API_URL;
+    if (apiUrl) {
+      const idx = apiUrl.indexOf('/otrs/');
+      if (idx !== -1) {
+        const base = apiUrl.substring(0, idx + 6);
+        otrsWebUrl = `${base}index.pl?Action=AgentTicketZoom;TicketID=${id}`;
+      }
+    }
+
     res.json({
       ticket: ticketResult.rows[0],
       articles: articlesResult.rows,
       attachments: attachmentsResult.rows,
+      otrsWebUrl,
     });
   } catch (err) {
     console.error('Error fetching ticket detail:', err);
@@ -387,7 +421,13 @@ router.post('/', async (req, res) => {
     );
 
     // Create initial article if body or attachments are provided
-    if (body || (attachments && attachments.length > 0)) {
+    let finalBody = body;
+    const isBodyEmpty = !finalBody || finalBody.trim() === '' || finalBody.trim() === '<p><br></p>';
+    if (isBodyEmpty) {
+      finalBody = subject || title || 'Nuovo ticket';
+    }
+
+    if (finalBody || (attachments && attachments.length > 0)) {
       // Determine sender type (customer vs agent) and sender name/email
       let senderTypeName = 'agent';
       let customerFrom = 'OTRS Turbo Agent';
@@ -429,8 +469,7 @@ router.post('/', async (req, res) => {
       );
 
       const articleId = articleResult.rows[0].id;
-      const finalBody = body || 'File allegati in creazione';
-      const isHtml = body && /<[a-z][\s\S]*>/i.test(body);
+      const isHtml = finalBody && /<[a-z][\s\S]*>/i.test(finalBody);
       const contentType = isHtml ? 'text/html; charset=utf-8' : 'text/plain; charset=utf-8';
 
       await client.query(
@@ -446,6 +485,25 @@ router.post('/', async (req, res) => {
         [articleId, customerFrom, subject || title, finalBody, contentType, operatorId]
       );
 
+      // If HTML content, create article_data_mime_attachment for OTRS CE HTML rendering (file-1)
+      if (isHtml) {
+        const htmlBody = `<!DOCTYPE html><html><head><meta http-equiv="Content-Type" content="text/html; charset=utf-8"/></head><body style="font-family:Geneva,Helvetica,Arial,sans-serif; font-size: 12px;">${finalBody}</body></html>`;
+        const binaryBody = Buffer.from(htmlBody, 'utf-8');
+        const contentSize = Buffer.byteLength(htmlBody, 'utf-8');
+        const base64Body = binaryBody.toString('base64');
+
+        await client.query(
+          `INSERT INTO article_data_mime_attachment (
+             article_id, filename, content_size, content_type, disposition, content,
+             create_time, create_by, change_time, change_by
+           ) VALUES (
+             $1, 'file-1', $2, 'text/html; charset="utf-8"', '', $3,
+             NOW(), $4, NOW(), $4
+           )`,
+          [articleId, String(contentSize), base64Body, operatorId]
+        );
+      }
+
       // Insert attachments if any
       if (attachments && Array.isArray(attachments)) {
         for (const att of attachments) {
@@ -460,7 +518,7 @@ router.post('/', async (req, res) => {
               att.filename,
               contentBuffer.length,
               att.content_type || 'application/octet-stream',
-              contentBuffer,
+              att.content, // OTRS CE expects base64 string directly
               operatorId
             ]
           );
@@ -491,6 +549,24 @@ router.patch('/:id', async (req, res) => {
   const { id } = req.params;
   const updates = req.body; // { ticket_state_id, ticket_priority_id, queue_id, user_id, type_id, title }
   const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
+  const timeUnit = parseFloat(updates.time_unit);
+
+  // Fetch current ticket first (needed for both REST dummy fields and database fallback)
+  let current;
+  try {
+    const currentResult = await pool.query(
+      `SELECT ticket_state_id, ticket_priority_id, queue_id, user_id, type_id, title, ticket_lock_id, customer_id, customer_user_id
+       FROM ticket WHERE id = $1`,
+      [id]
+    );
+    if (currentResult.rows.length === 0) {
+      return res.status(404).json({ error: 'Ticket non trovato' });
+    }
+    current = currentResult.rows[0];
+  } catch (dbErr) {
+    console.error('Error fetching current ticket:', dbErr);
+    return res.status(500).json({ error: dbErr.message });
+  }
 
   // 1. Try to update via REST API if configured
   if (process.env.OTRS_API_URL && process.env.OTRS_API_USER) {
@@ -506,6 +582,11 @@ router.patch('/:id', async (req, res) => {
       if (updates.customer_id !== undefined) ticketFields.CustomerID = updates.customer_id;
       if (updates.customer_user_id !== undefined) ticketFields.CustomerUser = updates.customer_user_id;
 
+      // If ticketFields is empty but we have a timeUnit to log, we must supply a dummy field (e.g. StateID) so the Ticket parameter is not empty
+      if (Object.keys(ticketFields).length === 0 && !isNaN(timeUnit) && timeUnit > 0) {
+        ticketFields.StateID = current.ticket_state_id;
+      }
+
       // Auto sblocco check
       if (updates.ticket_state_id) {
         const stateTypeRes = await pool.query(
@@ -523,10 +604,22 @@ router.patch('/:id', async (req, res) => {
         }
       }
 
-      if (Object.keys(ticketFields).length > 0) {
-        const result = await otrsRequest('PATCH', `/Ticket/${id}`, {
+      if (Object.keys(ticketFields).length > 0 || (!isNaN(timeUnit) && timeUnit > 0)) {
+        const reqBody = {
           Ticket: ticketFields
-        });
+        };
+        if (!isNaN(timeUnit) && timeUnit > 0) {
+          reqBody.Article = {
+            CommunicationChannel: 'Internal',
+            SenderType: 'agent',
+            Subject: 'Consuntivazione',
+            Body: 'Consuntivazione',
+            ContentType: 'text/html; charset=utf8',
+            TimeUnit: timeUnit,
+            TimeUnits: timeUnit
+          };
+        }
+        const result = await otrsRequest('PATCH', `/Ticket/${id}`, reqBody);
         return res.json({ message: 'Ticket aggiornato! (via API REST)', result });
       }
       return res.json({ message: 'Nessuna modifica rilevata' });
@@ -539,24 +632,8 @@ router.patch('/:id', async (req, res) => {
   // 2. Direct database update fallback
   const client = await pool.connect();
   try {
-    const { id } = req.params;
-    const updates = req.body; // { ticket_state_id, ticket_priority_id, queue_id, user_id, type_id, title }
-    const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
-
     await client.query('BEGIN');
 
-    // Fetch current ticket for history comparison
-    const currentResult = await client.query(
-      `SELECT ticket_state_id, ticket_priority_id, queue_id, user_id, type_id, title, ticket_lock_id, customer_id, customer_user_id
-       FROM ticket WHERE id = $1`,
-      [id]
-    );
-    if (currentResult.rows.length === 0) {
-      await client.query('ROLLBACK');
-      return res.status(404).json({ error: 'Ticket not found' });
-    }
-    const current = currentResult.rows[0];
-
     // If state is changing, check if the target state is a closed state type to auto-unlock
     if (updates.ticket_state_id && updates.ticket_state_id !== current.ticket_state_id) {
       const stateTypeRes = await client.query(
@@ -587,21 +664,32 @@ router.patch('/:id', async (req, res) => {
       }
     }
 
-    if (setClauses.length === 0) {
+    const timeUnitVal = parseFloat(updates.time_unit);
+    const hasTimeUnit = !isNaN(timeUnitVal) && timeUnitVal > 0;
+
+    if (setClauses.length === 0 && !hasTimeUnit) {
       await client.query('ROLLBACK');
       return res.json({ message: 'No changes detected' });
     }
 
-    // Always update change_time and change_by
-    setClauses.push(`change_time = NOW()`);
-    setClauses.push(`change_by = $${pIdx++}`);
-    setParams.push(operatorId);
-    setParams.push(parseInt(id));
+    if (setClauses.length > 0) {
+      // Always update change_time and change_by
+      setClauses.push(`change_time = NOW()`);
+      setClauses.push(`change_by = $${pIdx++}`);
+      setParams.push(operatorId);
+      setParams.push(parseInt(id));
 
-    await client.query(
-      `UPDATE ticket SET ${setClauses.join(', ')} WHERE id = $${pIdx}`,
-      setParams
-    );
+      await client.query(
+        `UPDATE ticket SET ${setClauses.join(', ')} WHERE id = $${pIdx}`,
+        setParams
+      );
+    } else {
+      // If there are no fields modified but we have a time_unit, we still update change_time/change_by
+      await client.query(
+        `UPDATE ticket SET change_time = NOW(), change_by = $1 WHERE id = $2`,
+        [operatorId, id]
+      );
+    }
 
     // Record history entries for each changed field
     const historyTypeMap = {
@@ -657,6 +745,79 @@ router.patch('/:id', async (req, res) => {
       }
     }
 
+    // If time_unit is provided, insert a system note article and log the time
+    if (hasTimeUnit) {
+      // Get sender type for "agent"
+      const senderResult = await client.query(
+        `SELECT id FROM article_sender_type WHERE name = 'agent'`
+      );
+      const senderTypeId = senderResult.rows.length > 0 ? senderResult.rows[0].id : 1;
+
+      // Get channel for "Internal"
+      const channelResult = await client.query(
+        `SELECT id FROM communication_channel WHERE name = 'Internal'`
+      );
+      const channelId = channelResult.rows.length > 0 ? channelResult.rows[0].id : 1;
+
+      // Create article
+      const articleResult = await client.query(
+        `INSERT INTO article (
+           ticket_id, article_sender_type_id, communication_channel_id,
+           is_visible_for_customer, search_index_needs_rebuild,
+           create_time, create_by, change_time, change_by
+         ) VALUES (
+           $1, $2, $3, 0, 1, NOW(), $4, NOW(), $4
+         ) RETURNING id`,
+        [id, senderTypeId, channelId, operatorId]
+      );
+
+      const articleId = articleResult.rows[0].id;
+      const now = new Date();
+      const contentPath = `${now.getFullYear()}/${String(now.getMonth() + 1).padStart(2, '0')}/${String(now.getDate()).padStart(2, '0')}`;
+      const noteBody = 'Consuntivazione';
+      const htmlBody = `<!DOCTYPE html><html><head><meta http-equiv="Content-Type" content="text/html; charset=utf-8"/></head><body style="font-family:Geneva,Helvetica,Arial,sans-serif; font-size: 12px;">${noteBody}</body></html>`;
+      const binaryBody = Buffer.from(htmlBody, 'utf-8');
+      const contentSize = Buffer.byteLength(htmlBody, 'utf-8');
+      const base64Body = binaryBody.toString('base64');
+
+      // Create article_data_mime
+      await client.query(
+        `INSERT INTO article_data_mime (
+           article_id, a_from, a_to, a_reply_to, a_cc, a_bcc, a_subject, a_body,
+           a_message_id, a_in_reply_to, a_references,
+           a_content_type, incoming_time, content_path,
+           create_time, create_by, change_time, change_by
+         ) VALUES (
+           $1, $2, '', '', '', '', $3, $4,
+           '', '', '',
+           'text/html; charset=utf-8', EXTRACT(EPOCH FROM NOW())::INTEGER, $5,
+           NOW(), $6, NOW(), $6
+         )`,
+        [articleId, 'OTRS Turbo Agent', 'Consuntivazione', htmlBody, contentPath, operatorId]
+      );
+
+      // Create article_data_mime_attachment for OTRS CE HTML rendering
+      await client.query(
+        `INSERT INTO article_data_mime_attachment (
+           article_id, filename, content_size, content_type, disposition, content,
+           create_time, create_by, change_time, change_by
+         ) VALUES (
+           $1, 'file-1', $2, 'text/html; charset="utf-8"', '', $3,
+           NOW(), $4, NOW(), $4
+         )`,
+        [articleId, String(contentSize), base64Body, operatorId]
+      );
+
+      // Log the time in time_accounting
+      await client.query(
+        `INSERT INTO time_accounting (
+           ticket_id, article_id, time_unit,
+           create_time, create_by, change_time, change_by
+         ) VALUES ($1, $2, $3, NOW(), $4, NOW(), $4)`,
+        [id, articleId, timeUnitVal, operatorId]
+      );
+    }
+
     await client.query('COMMIT');
     res.json({ message: 'Ticket aggiornato! (via DB)' });
   } catch (err) {
@@ -707,7 +868,7 @@ router.get('/:id/articles', async (req, res) => {
 // ============================================================
 router.post('/:id/articles', async (req, res) => {
   const { id } = req.params;
-  const { subject, body, is_visible_for_customer = 0, time_unit } = req.body;
+  const { subject, body, is_visible_for_customer = 0, time_unit, attachments } = req.body;
   const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
 
   const isHtml = body && /<[a-z][\s\S]*>/i.test(body);
@@ -729,6 +890,15 @@ router.post('/:id/articles', async (req, res) => {
 
       if (time_unit) {
         payload.Article.TimeUnit = parseFloat(time_unit);
+        payload.Article.TimeUnits = parseFloat(time_unit);
+      }
+
+      if (attachments && Array.isArray(attachments)) {
+        payload.Article.Attachment = attachments.map(att => ({
+          Content: att.content,
+          ContentType: att.content_type || 'application/octet-stream',
+          Filename: att.filename
+        }));
       }
 
       const result = await otrsRequest('PATCH', `/Ticket/${id}`, payload);
@@ -747,7 +917,7 @@ router.post('/:id/articles', async (req, res) => {
   const client = await pool.connect();
   try {
     const { id } = req.params;
-    const { subject, body, is_visible_for_customer = 0, time_unit } = req.body;
+    const { subject, body, is_visible_for_customer = 0, time_unit, attachments } = req.body;
     const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
 
     await client.query('BEGIN');
@@ -805,10 +975,11 @@ router.post('/:id/articles', async (req, res) => {
       [articleId, 'OTRS Turbo Agent', subject || 'Nota interna', body, contentType, contentPath, operatorId]
     );
 
-    // Create article_data_mime_attachment for OTRS CE HTML rendering (using file-1 and raw Buffer)
+    // Create article_data_mime_attachment for OTRS CE HTML rendering (using file-1 and base64 encoded text)
     const htmlBody = `<!DOCTYPE html><html><head><meta http-equiv="Content-Type" content="text/html; charset=utf-8"/></head><body style="font-family:Geneva,Helvetica,Arial,sans-serif; font-size: 12px;">${body}</body></html>`;
     const binaryBody = Buffer.from(htmlBody, 'utf-8');
     const contentSize = Buffer.byteLength(htmlBody, 'utf-8');
+    const base64Body = binaryBody.toString('base64');
 
     await client.query(
       `INSERT INTO article_data_mime_attachment (
@@ -818,9 +989,30 @@ router.post('/:id/articles', async (req, res) => {
          $1, 'file-1', $2, 'text/html; charset="utf-8"', '', $3,
          NOW(), $4, NOW(), $4
        )`,
-      [articleId, String(contentSize), binaryBody, operatorId]
+      [articleId, String(contentSize), base64Body, operatorId]
     );
 
+    // Insert additional attachments if any
+    if (attachments && Array.isArray(attachments)) {
+      for (const att of attachments) {
+        const contentBuffer = Buffer.from(att.content, 'base64');
+        await client.query(
+          `INSERT INTO article_data_mime_attachment (
+             article_id, filename, content_size, content_type, disposition, content,
+             create_time, create_by, change_time, change_by
+           ) VALUES ($1, $2, $3, $4, 'attachment', $5, NOW(), $6, NOW(), $6)`,
+          [
+            articleId,
+            att.filename,
+            contentBuffer.length,
+            att.content_type || 'application/octet-stream',
+            att.content, // base64 string directly
+            operatorId
+          ]
+        );
+      }
+    }
+
     // If time_unit is provided, insert into time_accounting
     if (time_unit !== undefined && time_unit !== null && time_unit !== '') {
       const parsedTime = parseFloat(time_unit);
@@ -1051,9 +1243,35 @@ router.get('/attachments/:id', async (req, res) => {
     }
     const attachment = result.rows[0];
 
+    // Decode base64 if necessary
+    let contentBuffer;
+    if (attachment.content) {
+      let contentStr = '';
+      if (Buffer.isBuffer(attachment.content)) {
+        contentStr = attachment.content.toString('utf-8');
+      } else if (typeof attachment.content === 'string') {
+        contentStr = attachment.content;
+      }
+      
+      const cleaned = contentStr.replace(/\s+/g, '');
+      const base64Regex = /^[A-Za-z0-9+/]*={0,2}$/;
+      if (cleaned.length % 4 === 0 && base64Regex.test(cleaned)) {
+        try {
+          contentBuffer = Buffer.from(cleaned, 'base64');
+        } catch (e) {
+          contentBuffer = Buffer.isBuffer(attachment.content) ? attachment.content : Buffer.from(attachment.content);
+        }
+      } else {
+        contentBuffer = Buffer.isBuffer(attachment.content) ? attachment.content : Buffer.from(attachment.content);
+      }
+    } else {
+      contentBuffer = Buffer.alloc(0);
+    }
+
+    const safeFilename = attachment.filename || 'attachment';
     res.setHeader('Content-Type', attachment.content_type || 'application/octet-stream');
-    res.setHeader('Content-Disposition', `attachment; filename="${attachment.filename}"`);
-    res.send(attachment.content);
+    res.setHeader('Content-Disposition', `attachment; filename="${encodeURIComponent(safeFilename)}"; filename*=UTF-8''${encodeURIComponent(safeFilename)}`);
+    res.send(contentBuffer);
   } catch (err) {
     console.error('Errore download allegato:', err);
     res.status(500).send(err.message);
@@ -1174,4 +1392,68 @@ router.post('/merge', async (req, res) => {
   }
 });
 
+// ============================================================
+// PUT /api/articles/:articleId/time — Update time accounted for an article
+// ============================================================
+router.put('/articles/:articleId/time', async (req, res) => {
+  const { articleId } = req.params;
+  const { time_unit } = req.body;
+  const operatorId = parseInt(req.headers['x-agent-id'], 10) || 1;
+  const parsedTime = parseFloat(time_unit);
+
+  if (isNaN(parsedTime) || parsedTime < 0) {
+    return res.status(400).json({ error: 'Il tempo specificato deve essere un numero maggiore o uguale a 0' });
+  }
+
+  const client = await pool.connect();
+  try {
+    await client.query('BEGIN');
+
+    // 1. Check if a record already exists in time_accounting
+    const existing = await client.query(
+      `SELECT id FROM time_accounting WHERE article_id = $1`,
+      [articleId]
+    );
+
+    if (existing.rows.length > 0) {
+      // Update
+      await client.query(
+        `UPDATE time_accounting
+         SET time_unit = $1, change_time = NOW(), change_by = $2
+         WHERE article_id = $3`,
+        [parsedTime, operatorId, articleId]
+      );
+    } else {
+      // Find ticket_id from article
+      const artRes = await client.query(
+        `SELECT ticket_id FROM article WHERE id = $1`,
+        [articleId]
+      );
+      if (artRes.rows.length === 0) {
+        await client.query('ROLLBACK');
+        return res.status(404).json({ error: 'Articolo non trovato' });
+      }
+      const ticketId = artRes.rows[0].ticket_id;
+
+      // Insert
+      await client.query(
+        `INSERT INTO time_accounting (
+           ticket_id, article_id, time_unit,
+           create_time, create_by, change_time, change_by
+         ) VALUES ($1, $2, $3, NOW(), $4, NOW(), $4)`,
+        [ticketId, articleId, parsedTime, operatorId]
+      );
+    }
+
+    await client.query('COMMIT');
+    res.json({ message: 'Tempo aggiornato con successo!' });
+  } catch (err) {
+    await client.query('ROLLBACK');
+    console.error('Error updating article time:', err);
+    res.status(500).json({ error: err.message });
+  } finally {
+    client.release();
+  }
+});
+
 module.exports = router;
diff --git a/tea_help.txt b/tea_help.txt
new file mode 100644
index 0000000..4f7ed3d
Binary files /dev/null and b/tea_help.txt differ