You are both right. The point is that OTRS is still in pilot phase .. meaning that it is not unpossible that we change the product if it does not do the job ...

From my point of view OTRS is the job in a very good way, but I don't know what kind of decision can be taken in the future ...

That's why I am trying to match all customers requests at their nearest ... But I totally agree with you ... it is a good reflexion ... In the other hand people here were looking with Outlook and want to have the same behavior with OTRS ... And that part is a communication one that is really important (and that, we, project managers, admins, and so on are not really aware of) Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.