Hello folks, I'm having great success with OTRS so far, this list has helped a lot. I would like to insert OTRS_CUSTOMER_SUBJECT[30] into the body of en::Agent::NewTicket (or equivalent) so that the template or resulting new ticket email to the agent looks like: Hi , there is a new ticket in ""! Subject: >>>>>>>> this is the part I want to work wrote: <snip> <snip> I've tried entering this into the admin-area but the variable doesn't get picked up and is printed out as '' in the ticket notification email. I'm not really sure if I'm supposed to edit Config.pm and if so, what would I put in there. Thanks, Ben