Hi Gerald, Every incoming email is creating a ticket. We don't want internal incoming emails to create tickets So I create a postmaster filter in order to ignore (X-OTRS-IGNORE = YES) when internal emails are detected (by the domain name). That was working great but now users would like the filter to be a little more flexible by allowing tickets to be created from internal emails when related to tickets ... The only way I can do it is to add a line in my filter in order to add a criteria that says "and when the subject does not contain the word ticket" I have the criteria "Subject" in the list of the filters but don't how to write the not= or <> "ticket" .... Thanks your help Cheers, Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.