Hi I setup a notification to send an email, whenever there was a new ticket into a queue, but when they create a phone ticket and set owner, it sends an email - but I don't want it to do this if the owner is set, if it was a new ticket without an owner then send email would be better. How would I change it to do that? en::Agent::NewTicket Simon Allison ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************