Hello, I already posted on the german speaking list, so excuse me if you get this problem twice, but until now there was no hint. :-) We have a customer that forwards some mails to us from his otrs. Now the problem is that our otrs is (logicly) confusing the ticket-IDs and appending ticktes from that customer to already closed ticktes that don't go togehter. Is there a way to ignore tickte-IDs from the mail-domain (via Postmaster Filter etc.) or would it help to change the way our otrs is creating new ticket-IDs for the future? Can I change the way of new created ticket-IDs while the system is running (surely not fetching mails in that moment)? Thanks! Regards, Ivan -- dgx new media GmbH Saalbaustr. 8-10 64283 Darmstadt Germany Tel. +49 6151 8508 - 019 Fax +49 6151 8508 - 111 www.dgx.de Geschäftsführer: Dipl. Designer Till Middelhauve Dipl. Informatiker Witold Wegner Amtsgericht Darmstadt, HRB 7809 Steuernummer 00723113813