Hello, here's a list of things I can't figure out how to do in OTRS: - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. - Avoiding tickets to be reopened if a customer replies to an agent email message when the tickets are in pending autoclose state or closed state. - Allowing tickets to be opened by emails sent to the postmaster pop3 account only if the email address is present in the customer database. thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: suboptimal routing experience