Hello, I need to configure OTRS ticket system to be used with mail/news applications user interface for *agents*. They find it most convenient to responding to tickets that way. Do not ask me why,.. not that they refuse to use web interface entirely, but they prefer to to their usual stuff, you know, the usual way (ancient unix gurus tied to text-only terminals). It seems that I should use notifications feature. The problem with notificatons is that From address on them is set to point back to OTRS and not to original poster. I need it to be identical as the original poster, and reply-to address can be added to point to that queue's input address. What can I do about it? When agent responds back to OTRS it needs to resend that response back to customer which initially created the ticket. Where should I put that piece of code and what method/call to use? (How do you send message without creating ticket or article object?) One more problem with notifications is that it creates article for each message sent (am I right?) which is a bit more than needed. Also, notifications seem not to come to original poster which leaves him with messy mailbox where he has to look into both sent and received messages. But, maybe the biggest problem is missing In-Reply-To and Message-ID headers which would enable smart MUA-s to organize discussion into threads. What should I do? Where do I start? "Please help"(tm) :) D.