I'm really new to OTRS, so here is my first question ;-) Is it possible, that an employee/student can send a new support request via email to (for example) 'helpdesk@xyz.com'? first, the problem should be stored in a separately folder (like 'INCOMING') with an email notification to the helpdesk , and (secondly) our helpdesk can ship it to the right persons folder (also with an email notification to the slave in the 2nd or 3rd support) Sorry, but I can't find any HowTOs on http://doc.otrs.org/2.2/en/html. we are running otrs-2.2.5 on FreeBSD 6.3-STABLE #0 thanks for any hints -- Richard Gliebe Information Services Fachhochschule Vorarlberg GmbH / University for Applied Science Hochschulstrasse 1, A-6850 Dornbirn Telefon +43 / (0)5572 / 792-2207 E-Mail: richard.gliebe@fhv.at WWW: www.fhv.at