Hi, I was wondering if it's possible to make some adaptive answers with OTRS. For example, we have 2 customers named UserA and UserB. When a user send us an email, we need to check one status ( a Free Field value, value of email adress field of the customer ... all types of things ). If this status is true or false or equal to a certain value then we act upon this. In my example, UserA didn't fill his Phone Number, so when we received a ticket from this UserA, we could add automatically to the answer generated by OTRS a little text telling him to fill his Phone Number on his Customer Frontend. If UserB didn't fill other information, another answer could be added ... etc. Is it possible please ? Thanks by advance for you answer. Laurent