Hi, I would like to know what would be the best way to be warned (receive an e-mail message with specific text in it so that we can configure a level 1 message rule on our BlackBerrys) when a priority 5 ticket is created in the system. My idea is to use the first example on this page (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to move priority 5 tickets from the "Raw" queue to queue "Alert". This way, we can configure our blackberrys to that when we receive an e-mail message with something like "has been move to the "Alert" queue", it is considered as a level 1 message and our blackberry buzzes. Using the GenericAgent might be better, but it can't run less than every 10 minutes. Or maybe add the ticket priority to the e-mail notification when a ticket is created in the Raw queue? Any other ideas? Thanks, Ugo