I requested this same info and Chefkeks pointed me in the right direction. Here is what I did and it works:The text that appears in the box where you enter the reason for the change is located in /include/staff/ticket-edit.inc.php .I searched for the text ( Internal Note: Reason for editing the ticket (required)and changed the text from (required) to optional. So it now states Internal Note: Reason for editing the ticket (optional) Next after a grep search for the error given if you don't fill out the field (A reason for the update is required) is located in /include/class.ticket.phpAfter a search in the document for that error, I found the line requiring that field$fields = array('type'=>'text', 'required'=>1, 'error'=>__('A reason for the update is required'));Change the required to 0 and you're done.Now when editing a ticket, there is no need to fill in the box stating a reason for updating the ticket.Hopefully this helps someone else. Use grep! Works wonders.Thanks Chefkeks for pointing me in the right direction.