So it's fairly common for people to cut/paste text into their ticket. Unfortunately, many common things are converted to HTML codes when sent. The most common is an apostrophe being converted to ’ (right-tick apostrophe) Obviously this is not very useful when sending plain text e-mail. Is there already an appropriate place to fix e-mail when sending, where replacements like this can be done/ -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness