First, let me say that I'm really impressed with OTRS. Our testing and evaluation is going well, and our support people are very excited to see it in production.

I've got a question about priorities: we have some customers who we'd like to automatically set to a higher priority when their ticket is first created from email. I could supply a column in the CustomerUser view that would either give a 1/0 indication or specify the actual priority that new tickets should be created at. Is that possible? If so, any tips? If not, any tips for where to hack the source to make it happen?