Hi If you open a new ticket, an email is sent with subjet "Re: xxxx". the ':' isn't a variable. you must change followings files (OTRS 2.0.3): ./Kernel/cpan-lib/Mail/Internet.pm Change $subject = "Re: " . $subject if($subject =~ /\S+/ && $subject !~ /Re:/i); By $subject = "Re " . $subject if($subject =~ /\S+/ && $subject !~ /^Re/i); ./Kernel/cpan-lib/MIME/Head.pm Change $is_reply = 1 if ($head->get('Subject') =~ /^Re: /); By $is_reply = 1 if ($head->get('Subject') =~ /^Re /); ./Kernel/System/Ticket.pm Change $Subject = "$TicketSubjectRe: [$TicketHook$TicketHookDivider$Param{TicketNumber}] " . $Subject; By $Subject = "$TicketSubjectRe [$TicketHook$TicketHookDivider$Param{TicketNumber}] " . $Subject; Cordialement / Regards Alexandre FOUREY Consultant informatique alexandre@fourey.fr Cell Phone 33 (0)6 67 67 50 12 APPANAH Ravi wrote:

Hi !!! I was confident and happy to use OTRS for our support.

But I need some customization... I posted several messages on dev and user lists without any responses...

So, I am very disappointed to look for an another tool.

Regards,

Ravi APPANAH