The developer manual and forums have a lot of the information you're asking for. Ugo Bellavance wrote: Hi, Any opinions about the method of ticket creation? We would like to allow the customer to set the priority or SLA when creating a ticket. It would be easy to do using the customer portal, but less convenient than allowing e-mail ticket creation (especially for screen shots). Using e-mails implies developping an Outlook template, deploy it, and make sure OTRS can get the priority or SLA from the e-mail content. Thanks, Ugo --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs