Hello, Firstly, thanks for this nice system! Your work is great. I have problem with tickets, i don't know how it happens, but it happens :) If someone writes email to support@, then sometime OTRS gets double this mail with different ticket ID. Where can be a problem? In logs i see: Mon Jun 27 14:30:04 2005 notice OTRS-PM3-10 New Ticket [2005062710000116] created (TicketID=158, ArticleID=327). Mon Jun 27 14:30:04 2005 notice OTRS-PM3-10 Fetched 1 email(s) from otrs@test.ru Mon Jun 27 14:30:04 2005 notice OTRS-PM3-10 New Ticket [2005062710000107] created (TicketID=157, ArticleID=326). Mon Jun 27 14:25:01 2005 notice OTRS-PM3-10 Fetched 1 email(s) from otrs@test.ru These tickets are the same! Thanks for your help! Viktorija