Hi folks! Perhaps my question was answered thousand of times, but I could not found any help in the mailinglist archiv or in the documentation. I have the following situation: 2 customers are answering me into my otrs-pop3-emailaccount from 2 diffrent emailadresses. So, when I have a "new" incoming message (ticket), I have everytime a new ticket for 1 and the same problem. I only want have 1 ticketnumber, but otrs gave for every new incoming message a new ticketnumber automaticly. Can I manually edit ticketnumbers to add it to a existing ticket? Or I am able disable to assign ticketnumber to new incoming messages automaticly? Did anybody understand what I mean? ;) Viele Gruesse, Peter. -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg@web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________