Hello,Ok, now my new email ticket template looks like : De :%{ticket.name} <%{ticket.email}>Email :%{ticket.dept.name}Entreprise :%{ticket.user.entreprise}Catégorie :%{ticket.topic}Sujet : %{ticket.subject}Date de création : %{ticket.create_date}Priorité :%{ticket.priority}SLA :%{ticket.sla}But email received still does not contain any information on the entreprise field.About SLA, i have created different SLA plan but i don't see any listbox on ticket details or on any other forms to let user choose the correct SLA. So, i have created a new field named "SLA" : http://screencast.com/t/uB1osOWjThen i have created tickets filter to apply correct SLA plan according to SLA listbox but SLA field appear empty on my e-mail alert.