ok, I could do!! you have add a new state, ex: "response", now, in sysconfig, change the state in "Ticket::DefaultNextComposeType" to "response". Now, in Postmaster filter, create one filter with Subject = .*Ticket.* then X-ORTS-State = open end. now you have two state, one for open tickets without response for customer (response) and one state (open) to tickets with response of customer. -- Saludos, Gustavo Azambuja Linux User: 275813 ----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail -----------------------------