Dear list, We are handling all of our webstores email traffic with OTRS and now we are going to switch to a new platform for the warehouse and order handling and after that we could automatically send f.ex. package shipment notifications that we currently send by hand using OTRS templates (only copy-pasting the tracking number to the template). I do know about the X-OTRS- headers and how to use them to get new messages correctly handled in OTRS, but how can I tell OTRS that this specific message is a follow-up to ticket X? The first message of such ticket is always originally generated by the webstore-application so it'd be possible f.ex. to set somekind of internal-id already in the header of the first message. That way I wouldn't need to think about the ticket# and the self-assigned id doesn't need to have anything to do with the ticket# assigned by OTRS - if possible, I don't really know. :) TIA, HAND. -- Jussi Paju - luoja, creator - :: Te audire no possum. Musa sapientum fixa est in aure. :: I can't hear you. I have a banana in my ear.