Hello, I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things. But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket. Let me make it clear: - Someone send an email on OTRS' address - A new ticket is created - An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered - Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner. So please give me an advice on how can I do that or something similar if you've already done this. Thank you and I hope I was clear enough. Have a good day! ---- Mihai Oprea mihai.oprea@sphs.romailto:mihai.oprea@sphs.ro