Basic stuff such as what you're looking for can be done with the Postmaster filtering in the Admin section. -Jason From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of MMcSwain@friedkin.com Sent: Monday, January 05, 2009 10:37 AM To: otrs@otrs.org Subject: [otrs] Automating action based on content of e-mail Sorry if this has been covered before, but I can't seem to find any information. Is it possible to have the system take specific action(s) on incoming e-mail based on the content of the e-mail body, such as looking for key words and setting the priority, etc? Thanks in advance for any advice. Marc