I'm fairly new to OTRS and still learning everything. Right now I have one item that I'm stuck on that I can't seem to find the right way to go about fixing this. Here is my layout: I have X people sitting on a Help Desk. They are 24x7 and migrate in and out through the day. I have Y Admins that support questions from the X people on the Help Desk. Right now the Y Admins are using OTRS to manage problems coming in from the Help Desk. My issue is that if Help Desk person A opens a ticket about not being able to Email otrs.org, Help Desk person B doesn't know anything about this, and they may open a second ticket for the same thing. Likewise if I fix Help Desk person A's issue, then B never knows that it got fixed. I might not be thinking about this correctly, but in this case it seems to me that I want all Notices, Owner changes, etc to be Emailed to a mailing list. I can see how to do this for New tickets and some other items, but I don't see how to send say "New Owner Notices" to a Mailing list. I found the "xxxxxxxCcxxxxx" items in the Default.pm, but not all things support this it seems. As I said, it's entirely possible that this may be a human problem where we need to change the procedure. Some other items I've thought about is if there is a way for the Help Desk and Admins to view all open tickets. I've also thought about writing a web front end that will get all the open tickets from the DB and display them, but it seems to me this should be a fairly common problem so I'm betting that others have already solved it. Thanks! -- David A. Niblett | email: niblettda@gru.net Network Administrator | Phone: (352) 334-3400 Gainesville Regional Utilities | Web: http://www.gru.net/