Hi Melissa, why use the forward action to interact with the user? In my opinion this action should be used in order to "forward" a ticket to a solution group or an agent outside the OTRS domain, when the ticket is out-of-scope. If you use the reply functions to interact with the user, OTRS will not create a new ticket if your message gets a reply. Otherwise, the only way to forward from a different address would be to create a new queue (associated with this new address) and move the ticket in this queue right before the forward: but it seems to be rather clumsy, isn'it? Ciao, d. ________________________________ Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Melissa Inviato: lunedì 27 aprile 2009 15:12 A: otrs@otrs.org Oggetto: [otrs] How to change the sender address when I forwarded a ticket? Hello girls, guys, I have little question. In my OTRS domain only agents have access to OTRS.(No users) When I forward a ticket to the user, can I change the sender address for another one? (A particular queue for example). The reason is because if the user send a reply to our OTRS address, OTRS will create a new ticket. Thanks in advance Melissa