Hi, I have asked about this before, but never got a response so I am trying again. I cannot find anywhere in the documentation or the system information on what settings to look at to enable the note-external. All of the tickets coming into the system have the option of adding an internal note, but the documentation mentions that there should be a note-external that customers can see with the customer interface. I have the customer interface set up and it appears to be working okay. I am using LDAP for the backends for the Customer and auth. If anyone knows anything about this, I would really appreciate it. Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada