Thanks for your reply, ntozier. We already do this, and it works great.What I want to add is part of our particular workflow -- if a status is changed, a unique e-mail address will receive an e-mail notice. This e-mail address isn't part of the ticket or the system. In the past, I just added a few lines of code to generate this e-mail to class.ticket.php, in the close() function.But I can't seem to find where this takes place in v1.10. If someone can point me in the right direction, I can put in my couple of lines of code to generate the e-mail.