Hi, We'd like to use customer information, to escalate tickets: from an external user db, we extract customer info (Map => ...). One of the customer infos is UserVIP. If this is "1", an extra Email should be sent to a supervisor. Does someone know, how I can treat those tickets in a certain way, e.g. esalating them? Thank You, RUDOLF -- tuxwerk OHG web: www.tuxwerk.de mail: rh@tuxwerk.de