We have a new installation of OTRS, and it works fine. I do however have a few questions. When answering a user request... I would like to change the "From"-address from the system-address to either the agent's mail-address, or even better a designated address that shows which queue it belongs to (one separate sender-address per queue?). Also we would like to be able to choose whether we should cc: the original recipients when answering. I didn't find anything in the documentation/mailinglist archive. Our situation is that we don't have dispatchers and the user support is based upon mailing lists like "network-support", "unix-support" etc. To make the transision from this to support using a ticket system sort of smoothe we thought we could place a designated "otrs-user" on each of these mailing-lists and have the system pop in the messages and place them in corresponding queues. Margrete