Couldn't you use the postmaster filter in the admin area for this? Have it check the "from" field and if it matches a certain address, I believe you can set a flag to control the priority. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Monday, January 24, 2005 7:04 PM To: User questions and discussions about OTRS. Subject: [otrs] Changing default priority based on CustomerUser data? First, let me say that I'm really impressed with OTRS. Our testing and evaluation is going well, and our support people are very excited to see it in production. I've got a question about priorities: we have some customers who we'd like to automatically set to a higher priority when their ticket is first created from email. I could supply a column in the CustomerUser view that would either give a 1/0 indication or specify the actual priority that new tickets should be created at. Is that possible? If so, any tips? If not, any tips for where to hack the source to make it happen? Thanks! -Brooks