First, thanks to all who tried to help. Sadly, the same problems remain.

...

First: When a message is sent to OTRS via "support@example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support@example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. UPDATE: "Fixed" this by making the CC: blank. Not the best solution.

Mariano Mara replied:

I'm not a pro but let me try with this first one: When you said "When the ticket is replied to, the TO address...", I assume you meant "the FROM address":

No, I meant the "To:" address, that's what makes not sense to me.

if you get a message to support@example.com, you want to reply from support@example.com, don't you?

Yes, and it does, but it also puts "support@example.com" in the CC of the reply.

What do you have in the "Systemaddress" parameter in the Queue Configuration Page for "support"? support@example.com?

"otrssupp@mail.example.com" which resolves from the alias "support@example.com". Sorry, Mariano, not much help. Then, Guillermo Vargas-DellaCasa replied:

Maybe this helps... http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=322

Unfortunately none of the 3 scenarios was true in my case. The email was NOT CCed to anyone, it was a simple one-To and one-From. The To: was "support@example.com" and the From was a client address. When I replied, the original From: was made the To: (as it should) and the original To: was put into the CC field (as it should NOT). Again, nice try, but I'm afraid the problem remains. In addition, I still have the other 2 problems. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Third: I try to set the log info using the sysconfig GUI. When that doesn't work I tried to set it directly in Config.pm. When that didn't work I tried to set it in ZZZAAuto.pm. No matter what I do OTRS won't let me set an alternate log file. I finally set the log facility to local0 (which it DID let me do) and redid my /etc/syslog.conf file to send the log data to a file of my choosing. This works, but I would still prefer to control this via the sysConfig GUI. Any ideas? Once again I appreciate the efforts so far, can anyone else offer any enlightenment on my 3 problems with OTRS 2.4.2? And do the developers ever read this forum? Thanks. - Richard