Hi, I've noticed some strange behaviour, this is the story: - articles are tagged via .procmail (X-OTRS headers) - when initial (article which generates new ticket) article arrives, header tags are read and properly stored into database - when reply articles become to arrive, header tags are ignored, values are not stored into database Can someone explain that? Example articles: - .procmailrc :0 fhw : * ^TO(xxx|yyyyy|zzzzz)@domain\.org | formail -I "X-OTRS-Queue: somequeue" -I "X-OTRS-ArticleKey3: bounce" -I "X-OTRS-ArticleValue3: new"; - initial article mysql> select id,ticket_id, a_freekey3, a_freetext3 from article where id=423171; +--------+-----------+------------+-------------+ | id | ticket_id | a_freekey3 | a_freetext3 | +--------+-----------+------------+-------------+ | 423171 | 176914 | bounce | new | +--------+-----------+------------+-------------+ 1 row in set (0.01 sec) - reply article mysql> select id,ticket_id, a_freekey3, a_freetext3 from article where id=423172; +--------+-----------+------------+-------------+ | id | ticket_id | a_freekey3 | a_freetext3 | +--------+-----------+------------+-------------+ | 423172 | 176914 | NULL | NULL | +--------+-----------+------------+-------------+ 1 row in set (0.00 sec) Best regards, Alex P.S. Powered by OTRS 2.1.7