Hello, I am new to OTRS and was wondering if anyone could share some help on it. What I have seen and used so far is absolutely awesome! I 2.4.2 and the ITSM from source on Debian 5. I am finding my way around rather quickly thru many test tickets! :) I have enabled company groups thru the Config.pm file which is working great. What I would like to do is this: 1. Customer Company has 10 employees, and 2 managers who would like to stay up on what issues are happening. 2. For this example, Steve and Bill are the company managers, Joe is one of the employees. All employees are grouped to company using ID. 3. Joe submits a Ticket as a customer to OTRS. The ticket sends Joe a notice that ticket is created and being processed. 4. Agent from my company routes and processes customer requests for the entire process. What I need is for any activity that is generated by the employee, Joe, to also have responses sent to Steve and Bill. This way, the managers are aware of any issues happening with their employees and are kept in the loop! Now steps 1 thru 4 I have working perfectly, it is the manager notification I have not figured out. Can anyone steer me the right direction on this??? Thanks very much in advance!! ~Tim