Use the "Empty Answer" and leave the status as open. That's what I've been doing. ====================== Joe Fusco Network Manager Ocean Dental Corporate Offices Stillwater, OK 74074 Email: jfusco@coxinet.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Juris Smits Sent: Wednesday, September 21, 2005 5:19 AM To: otrs@otrs.org Subject: [otrs] HowTo: make customer receive email if I post a note Hello, I am looking for a way to accomplish following thing that I add a note to existing ticket and customer will receive a notification about it in his/her mailbox. Is that possible? I have tried with note-external, but in that case customer does not get email and can see the note only through customer interface. Thanks in advance, Juris _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting f|r Ihr OTRS System? => http://www.otrs.de/