Hi, On 26.05.2010, at 00:17, boonyam wrote:

Each time of support case reporting, the reported user is different, sending open case notification /close case notification is important, hence, if I create a freetext field at “phone new” for user to maintain different email address, how to send the notification based on that email address?

Is not the email address part of your customer backend details? I think you should look into Notification (Event) within the Admin column “System”. There you can send notifications (plain text) to $Customer, whatever the email is … based on your customer backend details. The event would be TicketStateUpdate … Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project