Hello, I'm trying out OTRS and have ran into a problem. Consider this scenario: I receive an email from a customer (blah at foomail.com) requesting help to fix a window. Customer receives a "new ticket notice" ...good I forward that email to an external contractor (bob at hotmail.com) to fix that window asap. I also open the ticket from "new". Customer receives an "Open ticket notice" ...good I receive a reply from the contractor stating the job is done. Contractor receives a "Thank you for your follow up notice" .. ok I close the ticket Contractor (bob at hotmail.com) receives the "Closed Successful notice" ... not good. Customer (blah at foomail.com) doesn't receive the "Closed Successful notice" at all. I would have thought the customer would receive the "Closed Successful notice", not the contractor. Is this a bug or should there be some setting somewhere? Thanks.. -Rod _________________________________________________________________ Get MOTORAZR MAXX V6 now $249 on Next G™ Pre-Paid http://clk.atdmt.com/OAT/go/nnmsntel0690000034oat/direct/01/