Hello, I am needing to create tickets via email from another system. In reading the documents, it is unclear on the format and methodology for having OTRS receive emails (via POP3) and assign values based upon values I am embedding into the email body. Here's a snippet of what a typical email body looks like: Time: Tuesday, February 5, 2008 8:19:56 PM MST Severity: Major X-OTRS-CustomerNo: SKY X-OTRS-Service: VPN Tunnel X-OTRS-SLA: 1 - Critical Priority X-OTRS-Queue: SoD - Support OTRS should receive the email and create a ticket with the CustomerNo, Service, SLA and Queue values but it doesn't; it just creates the ticket with the sysconfig default values. Any ideas on what I'm missing? PS: Very nice product, I am anxious to impress my coworkers. Duane