Hi list! We want to automatically add incoming email to existing tickets, but being a newbie to OTRS, I have no idea of some of the details. I have a POP3 address set up so that new tickets are automatically created in a certain queue, let's say it's called "Queue1". This works fine. Now some of the incoming mail is sent by users, and some is auto-generated from an online system. In the online system, every user generates an "order received user 12345" email, and optionally one or more additional emails which belong to the same incident. Those optional emails come from a certain email address and all contain the same user id in the subject (such as "user 12345 uploaded images" or "information request from user 12345"). I want OTRS to take those "additional" emails and add them to the existing "user 12345 order received" ticket instead of each one generating a new ticket. My idea is to use an incoming filter which adds the user id to a custom field for the "order received user 12345" ticket, and then use one filter per kind of "additional" email, grep out the user id from the subject, look up the original "order received" ticket with the matching user id in the custom field, and add the email to the matching ticket instead of creating a new one. The user id's are always 5-digit numbers, so they should be easily grepable. I tried to find out through the docs, but they're pretty light on how to use regex in the filters, and as for looking up the original ticket and adding stuff to it instead of creating new tickets, I'm completely lost. I've seen the coding examples in http://doc.otrs.org/2.2/en/html/x1267.html#email-receiving-filter, but I don't know any perl fu, so that doesn't exactly help. I'm using OTRS 2.2.2 in a VM running FreeBSD7-RELEASE, because that's what was current in the ports collection. ;) Any help with this is appreciated. I'm willing to update both the German and English documentation if a solution is found, because I found it a bit light about filtering and believe in giving back. ;) Best regards and thanks in advance, Thorsten -- CRT ** Hansemannstr. 71 ** D-41468 Neuss Fon +49 2131 1511-119 ** Fax +49 2131 1511-150 E-Mail: info@crt.de ** Web http://www.crt.de/ Faster, cheaper, better, works: Choose any two.