Haven't used 1.6, But I would look inside /include/class.ticket.php for function create($vars, &$errors, $origin, $autorespond=true, $alertstaff=true) {I'd put your custom additions at the bottom, right before it returns the $ticket object.That's if you want to do it "that way".. Might be better to hook into "notify staff" function, and simply add the sms call when it would ordinarily send an email. You don't know how many config changes you have made that might make the create function return prematurely etc.. At least if you KNOW it is sending emails to staff on ticket creation, that you can mod that function to also send an sms to admins/staff.For instance, in 1.7 it has the line: (also in class.tickets.php, function onNewTicket(..)): $email->sendAlert($staff->getEmail(), $msg, $alert, null, $options);You could add your call immediately after that. That way osTicket handles which staff to sms, you just sms all the required admins at once. If that ticket requires a manager to receive an email / SMS, simply configure it in osTicket, done. I imagine if you have the correct mobile number stored in osTicket, you could even pull that for the sms! (You may have to add a function to retrieve it, there isn't one in 1.7 by default.For instance, in class.staff.php: addfunction getMobile(){return $this->ht;}Then, in your class.ticket.php function call, you can, MySMSClass:($this->getExtId(), $staff->getMobile()); etc.