grep -nr 'Claim' .The . means current directory. You can also use * as a wildcard. See this page for more info.This command will show you the file name and line # for every instance of the word 'Claim' in your osTicket installation.You will have to weed through the results to figure out what you are looking for.When I ran this command just now it produced about 50 or 60 results.Because I have a lot of experience modding osTicket code, it was easy for me to pick out which instance of 'Claim' was the one being sought.include/staff/templates/tickets-actions.tmpl.php: <i class="icon-chevron-sign-down"></i> <?php echo __('Claim'); ?></a>In this example <i class="icon-chevron-sign-down"></i> is the icon preceding the Claim link. The word 'Claim' itself is wrapped in a <?php echo __(' '); ?> function which is necessary in order for the word to be translated when a language pack is used.If you do not have access to or are not comfortable using the shell you can simply extract the osTicket installation files on your local computer and use any number of search/replace applications. I personally use PowerGrep for Windows for this type of thing (it has a free trial, but there are also many free alternatives). Once you figure out which file you want to change you can use your FTP program to edit the file on the server.If you change the word 'Claim' in one place, you may also want to change its other occurrences throughout the system. For example, in addition to a Ticket an agent can also 'Claim' a Task. And the word 'Claim' appears in the Agent Panel options.You will not be able to do a mass search/replace, however, as the word 'Claim' also appears in the code and cannot be modified. Here is an example of what you do not want to modify: function getClaimForm($source=null, $options=array()) Hopefully you are now empowered to keep up with your boss's requests.