Hello, When building Notifications using " while evaluates to the "realname" of the Post Master address, e.g.: "OTRS Help Desk". The very same http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186 Many thanks in advance. Steve