Hi Fernando, In TicketZoom you'll have your options on the right hand side of the screen. Choose for "Forward" under "Article". Here you can select "email-internal" which will make the email only visible to agents with permissions on the queue and not to customers. -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Fri, Jul 10, 2009 at 10:46, Fernando Frediani (Qube) < fernando.frediani@qubenet.co.uk> wrote: Hi, I have my OTRS with Agents and Customers interface running fine. When a customer sends an e-mail and it creates a ticket normally wich is then assigned to an agent. This agent eventually from the system sends e-mail to suppliers(via OTRS not copying the client) for example to get quotes and then get back to the client via OTRS as well. Problem is that if the customer logs in to the customer interface he can see all these messages that were sent to e-mails other than his. Anyone knows a workaround for it where he can only see the messages where his e-mail is present? Wondered if anything to do with one of these settings: CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sn', 'givenName', 'sAMAccountName', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 25, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Thanks Fernando *Qube Managed Services Limited*:: *The Engineer’s Choice for Co-Location, Internet Bandwidth, Design & Build, and Managed Servers* *Qube Managed Services Limited :: Company Number 6215769 Registered in England and Wales :: VAT Registration No: GB 933 8400 27 * This e-mail and the information it contains are confidential. If you have received this e-mail in error please notify the sender immediately. You should not copy it for any purpose, or disclose its contents to any other person . P* **Please consider the environment - do you really need to print this email?* --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/