Hello all, I am running OTRS v2.1.1 at my office. I have created a new priority called 6- FOLLOWUP to alert our support staff when a ticket has been responded to by the customer. I would like any message response from a customer to a previously opened ticket to automatically have the priority reset to this level so that it will appear at the top of a queue. I'm sure there should be an easy way to implement this, but I cannot seem to find it in the admin interface. Could anyone point me in the right direction? Thanks in advance, David Quick Network Operations Lambda Research Corporation dquick@lambdares.com