Hi OTRS Developers! After two years I'm back on the dev-list, surfing the archives, looking to find has something been done regarding issue covered on these URLs: http://wiki.koumbit.net/OpenTicketRequestSystem/MailBased http://www.mail-archive.com/dev@otrs.org/msg00511.html -- support for agents to do their thing using only their MUA of choice. The first page was set up by Antoine Beaupré and the other is answer to the two year old question about mail-based agent support, answered by Joerg Friedrich: insecure, auth problems, ... Since the agent-users (seasoned u**x admins) strongly required that, I've already implemented that functionality in v1.3 that is being used by an academic institution I'm working for. (Unfortunately, not in a very secure and rather in a Q&D ad-hoc way. But -- WFM! :)) Now we're planning an upgrade from v1.3 to whatever will be the newest release in a month or so, and before I get down to coding I wanted to check has something been done in the mean time and are there any plans for that. I'd be glad to do it properly this time: full support for answering tickets as an agent through mail client, also add support for ticket state management commands usually available only through web interface, and maybe even add security layer: PGP/SMIME signature validation or one-time-password checking. What to do, where to start? Kind regards, D.