I've just come into possession of an OTRS system that I have to maintain. I'm trying to figure out how to properly configure this to do certain tasks so that I can eventually integrate it into our internal system. Well as I got into it, I realized that the guys here were so frustrated with OTRS that they gave up and began forwarding everything they got into their queues to a separate GMail account, which they then filtered, and used. *boggles* Then I realized why they were doing this, and it makes sense considering they were unaware how to make an alternative solution.... Problems: 1) They have no idea how to add email addresses in the administrator. They can create a new email, but it doesn't forward just by assigning it to a queue. 2) Believe it or not, they DO NOT need new tickets to be created by customers EVER. They want to do the *reverse* and issue tickets to customers (this is an enforcement agency, tickets = violations). 3) They need finer control over what information goes where... right now they have 4 queues (more like "buckets") which contain over 20,000 open tickets ... most of which are from valid customers not responding to the ticket, but instead extracting each issue from the ticket and making it its own ticket... which of causes thousands of new tickets to be created. Here's the idea, and it will work if I can figure out how it's exactly done... 1) Disable new ticket creation. Only allow follow-ups. If a ticket is closed, no more follow-ups. 2) If a user attempts to send an email to our account and we cant detect the ticket number (regex the Subject Field?), then we auto-respond with an nice message telling them they must reply to the original ticket. 3) Match the email To: field so that it redirects the email to the correct queue. For instance telecom.us.imm.compliance@ouraddress.com goes to US::IMM::Telecom queue. 4) I can't figure out how OTRS is recieving emails... where is the configuration for that? Postmaster doesn't appear to be set up. Once I can do that, I can work on integrating OTRS into the system I built via the RPC using SOAP. But I can't get to that point until I clean up this current system... Help!! Where can I find better information on OTRS. The docs are not a big help at all. :-(