Object here is to notify Manager when ticket closed. In /opt/otrs/Kernel/config.pm: (custom code) $Self->{NotificationAlwaysCcStateUpdate} = 'IT-manager@mycompany.com'; In /opt/otrs/Kernel/System/Ticket/SendNotification.pm: (out-of-box code) if (!$Param{To} && !$Self->{ConfigObject}->Get("NotificationAlwaysCc$Param{Type}")) { return; } else { $Param{To} = $Param{To}.$Self->{ConfigObject}->Get("NotificationAlwaysCc$Param{Type}"); } What ended up happening is that: final delivery address for state update notification becomes: abc@mycompany.comIT-manager@mycompany.com Notice that there is no comma in between two addresses. getting invalid email routing address error. Do you need to modify SendNotification.pm? Or else, where do ',' getting added between email addresses?