I went back to my original server I was using to test but it works so I guess I will just use it for production no biggie. Now the reason why I am struggling through all of this and why I installed OTRS. What I have been trying to do is create a ticket for a Service outage that will alert all the customers that are affected by the outage. So far I have been able to create a ticket and have that ticket sent to all customers under the Service Area X group. I set a pending date on the ticket to the time and day the outage will occur. I create a generic agent that Filters for SUBJECT "Service Outage Notification Los Angeles" and PENDING TIMES "Ticket pending time has reached last 05 minutes". My Ticket Action is to SET NEW STATE "in process". Now the issue I am running into is that it never changes the state to in process. This is killing me! any ideas? Thank you, Garabed Yegavian 323.465.6772 x3414 -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Thursday, October 13, 2011 5:00 AM To: otrs@otrs.org Subject: otrs Digest, Vol 37, Issue 20 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@otrs.org You can reach the person managing the list at otrs-owner@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Generic Agent (Garabed Yegavian) 2. Re: Generic Agent (Rory) 3. Changing the name of a config item calls (Tam?s Becz) 4. Re: Changing the name of a config item calls (Tam?s Becz) ****