Hello List, My customers are stored in a DB, and they all have a state ('lead', 'active_customer', 'former_customer', ...). OTRS is linked to this DB, and he knows about their states because I've added a customer field - I've used this method: http://forums.otterhub.org/viewtopic.php?f=53&t=11508 Now... when OTRS receives an e-mail from a well-known customer, I'd like to move this e-mail automatically to the relevant queue: "Sales Lead", "Active" or "Post-Sales". Of course this has to be done based on the customer's state. - the Filters mechanism doesn't seem to allow to do any filtering based on customer fields - the Generic agent doesn't neither... So... does anyone has an idea on how to do this? Thanks a lot, Olivier