Hi David, I have been thinking about this, as I need a similar type of functionality. The most simple solution I could come up with until know is to have the GenericAgent move high priority tickets into a special queue and have it execute a script (have a look at Kernel/Config/GenericAgent.pm.examples for an example) that sends the SMS. I am moving the ticket into another queue to prevent GenericAgent from sending out SMS messages again and again but you can of course also think of a special ticket status for this. Regards, Tom -----Original Message----- From: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org]On Behalf Of Grimes, David Sent: maandag 5 januari 2004 23:15 To: dev@otrs.org Subject: [dev] priority responses Is there anyway to define a "response" to a high priority ticket? I need to have an sms message sent to a phone containing some basic info about the ticket, i.e. customer name and number.. Any thoughts on how that could be implemented? Thanks David P.s. How can I modify the stats so there's not 30 different plots on one pic.?