Hi there, I'm trying to include a facility in an application of mine to automatically send crash reports to OTRS (v2.0.4). It works fine, but I can't find a way to associate the ticket with the correct customer. I've followed http://doc.otrs.org/2.0/en/html/x1049.html#table-of-x-otrs-headers Then in my code I've set : X-OTRS-CustomerUser: test_client_email X-OTRS-CustomerID: test_client_email X-OTRS-Queue: MyQueue X-OTRS-SenderType: customer X-OTRS-Priority: 5 in my email message headers. My test customer is registered with his email address in both the Username, Email and CustomerID fields when I search him in the OTRS web interface. Also this test customer is valid. The ticket is correctly received and the X-OTRS headers are there, but OTRS fails to associate the ticket with the test client. Any idea why ? Thanks in advance Jerome Alet