Hi All, I've got OTRS 2.4.7 running on Windows Server 2003 SP2, automatic logging of calls is working, auto responses (set on the queue) are working fine, and notification to agents are working. The problem is that I would like to notify customers by email of changes of state or owner, as appears to be possible from http://doc.otrs.org/2.4/en/html/x1306.html (the graphic shows ar_SA::Customer::StateUpdate for example). The problem is my notification management change is showing no 'Customer' entries, only Agent entries for each language. The only thing I can imagine is that because I'm using an LDAP back end for customers (which works fine for identifying and authenticating users), so there are no OTRS db entries for customers. I've hunted through documentation but I can't find anything similar to this issue. I've also searched for 'notif' in sysconfig but can't find anything that seems to relate to this. If any more info is required please let me know. This is my only issue with OTRS, I've worked the rest out and I'm loving the system, going live tomorrow even with this issue as I'm sure there's either (a) a fix or (b) a workaround. Regards -- Richard Bartlett (Computer Officer) University of Cambridge Institute of Continuing Education, # 01223 (7)46240