One more question. OTRS v 2.0.1 I'm a bit confused on the behaviour of OTRS in regards to ticket ownership. Here's the scenario: 1. Customer creates ticket 2. Notification is sent to Agents 3. Agent X replies to ticket via e-mail The OTRS system keeps setting the owner to the Admin User not to Agent X on that first reply. Can this be changed? Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O