Hi Everyone, I have configured a event based notification like so to send an e-mail to the customer whenever I add a external note. I've configured it like so: *Recipient: *Customer *Event:* ArticleCreate *Article Type:* Note-External *Subject:* - Note added *Body:* , A note has been added to your ticket : Ticket Title : Ticket Number : Reply to this e-mail to add your own note to the ticket history. Regards, IT Now, when I add a note-external to a ticket and view it. I can see the event based notification being instigated and the subject field is populated like so: [Ticket#2010040710000031] Routing Issue - Note added This is as expected. However, the body simply contains the note content. Ticket Title : Ticket Number : do not appear in this view. However, the actual e-mail the customer receives is correctly formatted with the relevant information. Does anyone have any reason why this is happening? Thanks, David