Hi folks, I've just installed otrs and started playing around with it. In my case, I've created a queue called "Computer" and a group called "Computer". I've added an alias to /etc/aliases that does the following: computer: "|/opt/otrs/bin/PostMaster.pl" so that mail sent to "computer@blahblah.blah" will be sent to otrs. Within otrs, I've defined a "system e-mail address" that maps "computer@blahblah.blah" to the "Computer" group. All this works fine. When I e-mail the address, the messages show up in otrs and are assigned to the "Computer" queue. But the owner of all new messages is "root@localhost", which means that other users need to first take ownership of the messages before they can do things like changing the priority of a ticket. This is a tedious process that requires zooming in on the ticket, then clicking "owner", then selecting an owner from a list and clicking submit. I'd like to define a default owner for each queue, so that somebody appropriate starts out owning new tickets. Is functionality already available? Failing that, I'd at least like each user to have a "take ownership of this ticket" button, so they can quickly start managing the ticket. Thanks for any help Bryan -- =============================================================================== Bryan Wright |"If you take cranberries and stew them like Physics Department | applesauce, they taste much more like prunes University of Virginia | than rhubarb does." -- Groucho Charlottesville, VA 22901 | (434) 924-7218 | bryan@virginia.edu ===============================================================================