Hello, It would greatly help if anyone in the community will be able to help with: 1. Defining a "junk" queue, meaning, if I have register users, but someone is sending an email to the address OTRS is "listening" on and the email came from an un-register user (I assume OTRS does connection between a reply/ticket by the the "From" in the header), how do I make all tickets/replies sent that came from un-registered users going directly to a junk queue? 2. I've define a group <-> queue relations ship. under the group, I have several users (agents) which have RO only while others have RW, my take on this is that from the UI the ones with RO can only view tickets, but can not update them (I guess I'm right). However, what happens when an agent that have RO permissions, reply back to an email coming from a certain ticket (the agent received the email by being member of that group), will OTRS "reject" the agent's reply since he have only RO permissions? will OTRS not care about agent permissions once we dealing with email reply? Thanks, -sv