Hello, I have sifted through the documentation and mailing list archives but have not been able to find a solution for my specific case. We are using the system to track remote hands requests in a data center, and it would be very useful for all agents to receive a notification when a ticket is closed, both for technicians and management. We are able to get notification when a new ticket is created and when a ticket receives a followup by having those sent to our distribution list. However it seems the only users who can receive a ticket state notification are customers. We don't want the customer to receive a message because we are hand writing messages when we close the ticket already, as appropriate for each task. Any ideas would be appreciated, even if it gets to the point of changing the perl modules to effectuate this type of notification to agents instead of customers. Regards, Jay Holler