We have a boatload of clients, mostly lawyers and law firms. As a result, not only do our clients have the email address of our support system, but also our personal email addresses. I'm sure everyone on the list understands what a pain-in-the-ass it is to cut/paste emails into new email/phone tickets in OTRS when the email could have simply been sent into the system. So, I'm looking for a way to forward an email into the system. I see two options: 1.) Some way of directly taking an email from the webmail package and creating a ticket from that. or 2.) Actually forwarding the original email message into the system and doing some pre-processing on it to extract the correct customer address, etc. (1) - directly creating the ticket from an email using the webmail page would be the preferred method, but not being a programmer, I'm not sure I want to get into trying to write this. This has been mentioned on this list at least once or twice before. but (2) seems somehow more easily "doable" in the immediate term. How might I extract the original sender of a message from a forwarded message into OTRS in order to set the appropriate values when the message enters the queue? Of course, if (1) is "on the way" in a soon-to-be-released update, then I can wait it out. -- Mark.