Hi All, In the filter management module,one example is given like, Match Header 1: - Cc From In-Reply-To List-Id Mailing-List Message-ID Reply-To ReplyTo Resent-From Resent-To Subject To X-Loop X-No-Loop X-OTRS-ArticleKey1 Value: Set Header 1: - Cc From In-Reply-To List-Id Mailing-List Message-ID Reply-To ReplyTo Resent-From Resent-To Subject To X-Loop X-No-Loop X-OTRS-ArticleKey1 X-OTRS-Queue Value: But in OTRS, the customer is only able to send to a particular queue and not to any particular mail id. So how can such a filtering as mentioned above work where if the "To" is to a particular mail id (but usually it will be to a queue & not mail id)...it is forwarded/filtered automatically to a particular queue??...or is it possible??