Hi Everyone, I am trying to evaluate otrs for a support system, and so far it is going great, apart from one problem that has me stumped. I am looking for some help with queue presorting. I am using OTRS 2.0.2/RH Linux 8 (don't ask). I have strange results trying to use queue presorting with procmail. In my otrs users .procmailrc I have the following recipe: # -- # presort NAI email to the VIR queue # -- :0 fhw : * X-NAI-Header: .* | formail -I "X-OTRS-Queue: VIR" I use fetchmail to grab messages from my imap server, these are forwarded to procmail, and dumped into otrs with Postmaster.pl I have tested procmail and postmaster using a dummy text file email message, and all is fine. When I run fetchmail, EVERYTHING works, in that messages get dumped into otrs, but the queue presort is not being recognised. All messages go into the RAW queue. Even though, when I check out the plain text of a ticket message, I see the X-OTRS-Queue: VIR line - so procmail is doing its thing. Got me stumped. The really odd thing is, if I use a test file, with an X-NAI-Header and pipe that into procmail, it gets picked up by postmaster.pl and correctly dumped into the VIR queue. e.g. procmail VERBOSE=on DEFAULT=/dev/null $HOME.procmailrc < ./test.email Weird. I must be doing something wrong, but for the life of me I cant crack it. Can anyone help. thanks Neil.