Hello Martin I use some code of jabber_alert.pl and simplify so we can be notify when a new ticket was created. The code is very simple and you can modify for future release of OTRS We need the Net::Jabber library and Im testing with Wildfire Jabber Server 3.01 with SSL After install Net::Jabber you need to change a line in Protocol.pm (this is because of Wildfire) http://www.jivesoftware.org/community/message.jspa?messageID=123678 This is a known problem. At the moment the best you can do is comment out line 1772 in Net/XMPP/Protocol.pm. The line: return $self->AuthSASL(%args); becomes # return $self->AuthSASL(%args); Not pretty but it works. After this, just edit Kernel/System/Ticket/Article.pm and add this lines in the beginning ## Jabber use Net::Jabber qw(Client) ; use Net::Jabber qw(Message) ; use Net::Jabber qw(Protocol) ; use Net::Jabber qw(Presence) ; use vars qw ($connection @result $message); and this code after the #send notify and before write History # Connect and Jab message # must have attention to server name and port. Because I use SSL, the port is 5223. The usual port is 5222 $connection = Net::Jabber::Client->new(); $connection->Connect( "hostname" => "[your server]","port" => '5223', "ssl" => "1" ) or die "Cannot connect to hostname\n"; @result = $connection->AuthSend( "username" => "[user to open the connection]","password" => "[password]","resource" => "DaemonMonitor", "ssl" => "1" ); if ($result[0] ne "ok") { die "Ident/Auth with server failed: $result[0] - $result[1]\n"; } $message = Net::Jabber::Message->new(); $message->SetMessage( "to" => $User{UserEmail}, "subject" => "Ticket OTRS Alert", "type" => "normal", "body" => $Notification{Body}, "ssl" => "1"); $connection->Send($message); $connection->Disconnect(); ## End I think that you can clean the code and make a good integration with Jabber for notify agent and possible the customer Regards Filipe Henriques