Hi, I've been working on this problem several times throughout 2004 when I first stepped on it (see http://lists.otrs.org/pipermail/otrs-de/2004-January/000368.html f.e.). When enabled, OTRS send a message to the ticket customer every time the ticket status changes. That was not what I wanted, as it's simply too many email messages, and people tend to simply delete them instead of reading them. OTRS should only send a message when a ticket is being closed. Solution: modify Ticket.pm OTRS v. 2.4.2, default setup, i.e. "closed successful" = StatusID "2" and "closed unsuccessful" = StatusID "3". -> Ticket.pm, line 4192 before: if (!$Param{SendNoNotification}) { after: if (!$Param{SendNoNotification} && ($Param{StateID} == '2' || $Param{StateID} == '3')) { I'm pretty sure, this can be done more elegantly, but it works :) Cheers, Peter.