Hi there, we're slowly getting the hang of OTRS and so far are quite happy with it. I've been looking for a solution to use OTRS as the intermediate system for another system. Let me describe the situation: System A sends mails to our users (foo.bar@rwth-aachen.de) with a certain content. Often the users respond to these messages. The problem is that System A does not know about Ticket-Numbers or anything like that. What I want to do is something like this: System A sends all it mails to our OTRS and includes the intended receiver (the user) in the email (like an extra header field). OTRS then creates a ticket from that mail and forwards/bounces/composes a mail to the intended recipient (taking the address from the header field) with the ticket-nr in the subject. So then, if the user replies, we already have an open ticket (with the original message body) which the reply is associated with. One important aspect is that the mail OTRS should send to the user doesn't show up as a reply of some kind, since for the user it is the initial message he/she receives from our system. Hope I explained it well enough and this is not something I've missing while going through the documentation and while googling ;) Regards, Johannes Gilger