last days I've read docs about otrs and still I'm in a doubt. - is an ordinary user (mail sender) able to send mail to otrs? sure he/she is. - does the mail get then a ticket number automatically (is the ticket automatically created)? - if yes, how is it possible, while all needed user data may not be available to create ticket? sure CustomerID & CustomerUser are available by default, but what about customer password? - if no, who does the ticket creation (on behalf on a user)? an agent does? - so, does everybody who sends mail to otrs become a customer? this may be already obvious for an otrs user, but for me it's quite unclear. please explain the logic behind this... maybe a block diagram of a system logic does exist somewhere? Best regards, MU