Hi, We have developped an Outlook form using VSTO so that our users can set the SLA of their ticket and other data. At first, we did it by adding text into the e-mail message then process it with postmaster filters. It works, but it leaves text in the ticket. We are now trying setting headers directly instead, but we are having problems with iso-encoding, I think. Here are the X-OTRS headers generated in a sample message: X-Otrs-Service: Standard X-Otrs-Sla: =?iso-8859-1?Q?4_-_Faible_avec_date_butoir_-_Une_demande_normale,_mais_qu?= =?iso-8859-1?Q?i_a_une_date_butoir_-_Un_estim=E9_(ETA)_sera_fourni_=E0_l'?= =?iso-8859-1?Q?int=E9rieur_de_2_jours_ouvrables_max?= X-Otrs-Tickettime2: 2011-12-22 23:59:59 As you can see, the -Service and -Tickettime2 are working, but the SLA gets iso-encoded (probably because of the accentuated characters). So the Service and Tickettime fields are populated correctly in the ticket, but not the SLA. Is there a solution to this? Would this be OK in 3.0? Using OTRS 2.3, planning to upgrade to 3.0 in Q1 2011. Thanks, Ugo