Dear List, I want to use the Customer-Feature of OTRS, so our Agents can search through the Customer-Data and do not have to enter everything manually. Now I have come to an conceptional problem: - The "From"-Field should be the customer person who is reporting in, because all the communication is done via this field. - We have a customer-email address for each customer with customername@kernzeit.com which is used for internal mail-archive-processing and should be used here, too! - The person who is reporting the problem and with who we are communicating in this case may _not_ be the customer. In 90% of all cases our customer is a company for which the "From"-person is working for... Is anybody out there with such a conceptional problem? How did you solved this?!? Thanks, Matthias .FIN