We have mapped the native message priority to the OTRS ticket priority via postmaster filters. Would that work for you? From: Ugo Bellavance Sent: Friday, July 29, 2011 3:44 PM To: otrs@otrs.org Subject: [otrs] customer.pl or e-mail ticket creation Hi, Any opinions about the method of ticket creation? We would like to allow the customer to set the priority or SLA when creating a ticket. It would be easy to do using the customer portal, but less convenient than allowing e-mail ticket creation (especially for screen shots). Using e-mails implies developping an Outlook template, deploy it, and make sure OTRS can get the priority or SLA from the e-mail content. Thanks, Ugo --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs