Hello, My agents would like to be notified via email in the following situations... 1. when a ticket is taken out of the queue and locked by an other agent 2. when the ticket they own is "stolen" by another agent. I've looked through the SysConfig options and the documentation, and I'm not seeing anything that looks promising. Has anyone gotten this to work somehow? will moving to a more recent version solve this for me? I'm considering looking at the code and modifying it, but I want to see if anyone has done this first. Thanks, charles This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately.