hi! currently, in a community 20 people are working on emails sent to one address. These mails get redirected by simple automatic mail-forwarding. We like to use OTRS for this in the future. But a few of these "Agents" still like to work in the traditional way: answer to the email and copy the automatic forwarder to everybody. OTRS would then create a new ticket for each answer... So what about identifying the Ticket-ID by the message headers? Usually there is someting like this: Message-ID: <25A46C7xxxxx@xxxxxx.com> References: <48E141F2xxx@xxxx.net>, In-Reply-To: <48E141F2xxx@xxxx.net> If the Message "8E141F2xxx@xxxx.net" is still in OTRS and has a valid Ticket-ID - would it be possible that the PostMasterAgent find out the corresponding Ticket-ID and assign the the message "25A46C7xxxxx@kxxxxx.com" to it? Thanks a lot for any ideas :) Vali