Hi all, I'm now playing with otrs for a week and find this tool really handy. I used to work on RT (http://bestpractical.com/rt/) but it was hard to install, hard to configure, hard to modify, hard, hard, hard ... while with otrs, on eah thing I want to do I got an answer after looking in Kernel/Config/Default.pm or in the code. So thank you for this tool to the core team. Now for the questions : - Is otrs able to deal with actions in email subject ? My problem is that some agents prefer to handle the tickets without any web interface, so my point is to detect an answer of a ticket by mail and make it an agent answer, and for example other things like close for example. It could be detected by [close] in the subject or any other way. - I don't really find the faq usage. The faq has to be filled as a separate section of the ticket system ? My point of view is that we should have the ability to fill it with tickets too, this would avoid to loose some time to fill it with an already solved problem. - Is there any guy who is about to provide a debian packaging of this wonderful application ? If no, I'll probably do it. Thanks to those who will answer Stefan -- #=- Stefan Berder tel : 6 14 80 -=# #=- Ingénieur système et réseau 01 53 95 14 80 -=# #=- TRANSPAC / CSIG-SIS-ISS mail : sbe@oleane.net -=# #=- /(bb|[^b]{2})/ stefan.berder@francetelecom.com -=#