Hi, sometimes our agents create tickets self by phone or mail and the content of any tickets are very easy. We create this ticket direct in the state closed. There is nothing more to do for any agents. But we want the get a notification of this. All other agents must be informed of this little action. If otrs generate a notification, all agents get this by mail. This is provided with bcc in Config.pm. The function ArticleCreate don't check for this notification because new article with the state closed will be return from this function before the notification-check was reached. I made a little patch for this. This patch don't disturb other functions. I think, it's useful to get notification for closed tickets. A better resolution would be a an array in Config.pm (or DB) with the actions, there are related to a notification. Maybe changeable for individual agents and selectable for only own tickets or all tickets. Many todo... What do you think? Bye Thomas -- Thomas Kaminski kaminski@univention.de fon: +49 421 22 232-0 Entwicklung Linux for Your Business fax: +49 421 22 232-99 Univention GmbH http://www.univention.de/ mobil: +49 175 22 999 23