[otrs] Questions about using OTRS 2

Hi, I'm still struggling with installation and configuration problems with OTRS under Debian. Despite these lingering problems, I've been able to use it *some* and already have many questions: * How do I delete items in the queue? Is there any way to permanently delete items like junk mail? * How do I deal with junk mail that's coming in via POP3 despite Spam Assassin automated removal? * How do I remove the [Ticket20070302xxxxxx] from the subject heading and force OTRS to read the e-mail headers to match responses to the correct ticket? Users are getting confused by the extra-long [ticket] subject heading and some mail clients assume it is spam because of it! Thanks for your help