Just so I'm clear (sorry about the html posts earlier.. changing servers, email addresses and software all in one day leaves some work behind to clean up!) We like to keep a copy of all support emails on our local machines but still want to use otrs. We were hacked last tiem around (not otrs' fault.. mine) so we didn't have an immediate recovery routine. Currently we (the support team) all check support@indysoft.com and leave messages on the server for 5 days. Once otrs is back online though, it will delete our messages and kill our 'active backup'. With our current structure all I can do is forward support to other email addresses so what I'm thinking is doing something like this: support@indysoft.com forwards to otrs@indysoft.com and supportgroup@indysoft.com Then a client machine checks supportgroup@indysoft.com .. that's our backup OTRS checks otrs@indysoft.com and can clear it This resolves our issues. However... I would like to ensure that OTRS only checks otrs@indysoft.com but when it sends out it shows as support@indysoft.com . I would prefer that the support team not have to manually select the outgoing address to completely eliminate the chance of publishing the otrs@ address. Is this possible? Even if I have to hack the code to do it I will. Not scared. :) Charles