Hello there, Maybe a dummy question, but here is the problem I have now: Lets say I have one email. Tickets are generated from that email. The problem is that once the ticket is created, the email (in outlook) is gone. Do you know if there is a parameter I can change to avoid that ? I tried to use Postmaster filters and to play with this and even if I set the X-OTRS-Ignore to "Yes" the email is still deleted (and the ticket is not created but that is normal :) Many thanks for any kind of response! Greetings Philippe PS : my goal is to do a filtering for internal messages only and to keep them. Internal messages should not be created as tickets but have to stay in Outlook. Messages that comes from customers (=external) should be created as tickets and deleted from Outlook. Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier@wipo.intmailto:Philippe.Martignier@wipo.int Phone : 00 41 022 338 72 36 Building : GB I Office : 2,4 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.