I would say it's possible. But you need to "patch/work on" the OTRS-PostMaster code.

The way to get it working could be:

If the sender of a new request is "Siebel" then the OTRS parse the "Siebel-Ticket- Number" from the incoming email and use this Ticket-Number also as OTRS Ticket-Number (so you will have your reference between OTRS and Siebel).

OK, I think the trigger should be a matching string in the subject, and not the sender. We are actually getting those e-mails from different persons. BTW, what would happen in a stock OTRS setup if an e-mail comes in with a valid (but non-existing) ticket number ?

Right, you also need a own OTRS-Ticket-Number module if you get email-followups from your customer (to match the Siebel-Ticket-Number-Format).

Agreed.

If that's all I would say it would take 2-3 developer days (incl. doc) to implement it.

Yes, we could do it if you want! :)

I would first try to understand this #§¬@! Siebel numbering logic. And I would also prefer to turn this into a general improvement, instead of a very specific feature... if possible ! Thx for your answer, Martin, and Best Regards. - Patrick - ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com