In our implementation of OTRS, the original sender includes an important file number in the subject line of their original message. I've configured the system to send e-mail notification of the state change to the users for their respective tickets. However, a single customer may send 15 requests in a day. How can I customize the notification e-mail for state update to include the subject line of the original e-mail? I added the following to my Config.pm file . . . #---------------------------------------------------- # # notification email for state update - BAA 2003118 # # ---------------------------------------------------- # $Self->{CustomerNotificationSubjectStateUpdate} = "New State ''!"; $Self->{CustomerNotificationBodyStateUpdate} = " **** THIS IS JUST A NOTE **** The state of your ticket '' has been changed by ' ' to ''. This is in response to the message you or someone impersonating you sent with an original subject line ''. Your OTRS Notification Master *** THIS IS JUST A NOTE **** "; However, it doesn't work correctly. When it sends the notification is send the following . . . **** THIS IS JUST A NOTE **** The state of your ticket '2003112010000462' has been changed by 'Rachel Diggs' to 'pending reminder'. This is in response to the message you or someone impersonating you sent with an original subject line ''. Your OTRS Notification Master *** THIS IS JUST A NOTE *** Thanks in advance for your assistance. Bakari A. Allen Director of Information Technology Jackson and Hardwick, LLC 770.625.0200 extension 210 bakari.allen@jhlaw.net