Hi Mike, Mike McGrath schrieb:

How do I get OTRS to automatically send an email on close but not when a new ticket is created?

OTRS doesn't support this feature directly. But I think the following will work: On ticket creation, a free text-field is created with mailonclose = yes During working on the ticket, you could modify the value to "no" if you like. You then have to create a generic agent * that searches for all closed tickets with mailonclose = yes * sends a mail to the customer * sets mailonclose = done You have to write your own generic agent module, see ~/Kernel/System/GenericAgent and http://dev.otrs.org/ for some guidance. Bye, Alex