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I've got a question about priorities: we have some customers who we'd like to automatically set to a higher priority when their ticket is first created from email. I could supply a column in the CustomerUser view that would either give a 1/0 indication or specify the actual priority that new tickets should be created at. Is that possible? If so, any tips? If not, any tips for where to hack the source to make it happen?

Couldn't you use the postmaster filter in the admin area for this?

Have it check the "from" field and if it matches a certain address, I believe you can set a flag to control the priority.

Thanks for the idea... But unfortunately it's not going to work. In our case, there are many thousands of users who qualify for the higher priority on new tickets, and the data isn't static. I suppose I could do bulk dumps into mysql from the customeruser db, but that seems kind of an awkward way to achieve this. Any other thoughts? Thanks -b