We have an HR Management System that is sending multiple message notifications to one of our OTRS queues. Each message is arriving as new ticket. The subject of each message is in a static format. Subject: Lastname, Firstname MI (#######) - Some workflow status message We would like to somehow have any new ticket from the HRMS e-mail to that queue check to see if there is already an open ticket where the first portion of the subject matches "Lastname, Firstname MI (#######) -" and merge those tickets together. Is there someway to do this? I tried configuring a generic agent job, but couldn't figure out how to manage a comparison to existing tickets (or the first in a series of e-mails arriving.) James Roman Network Manager Terranet, Inc. on contract to SSAI For IT support: Mail: it-help@ssaihq.com Phone: 301-867-2100