Below, you can see the "system (email-external)" and "system (email-notification-ext)" entries in the ticket history. I found this confusing for the customers. I try to turn them off. So that the tree show only customer's and agent's messages and not the system's messages. But I still want to receive the notification email. I can't find any way to configure this. So I think I have to modify the source? Any idea? Zoom Ticket : 1000172 Age: 6 minutes Print Created: 10/15/2007 15:41:52 |--> customer (webrequest) 10/15/2007 15:41:52 |-->customer (webrequest) 10/15/2007 15:42:37 |-->system (email-external) 10/15/2007 15:42:37 |-->>> system (email-notification-ext) 10/15/2007 15:42:39 ------------------------------ From: Callcenter OpenOffice.org <2020@nectec.or.th> To: samphan@osdev.co.th Subject: Re: [Ticket 1000172] New State "open"! *** THIS IS JUST A NOTE *** -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/